Job description
Overview:
Salary range: $50,000 - $80,000 Responsibilities:
Leverage your leadership skills and technical savvy to help save lives and preserve independence for parents and grandparents throughout the country. Report directly to Senior Management while driving process improvement, directing workflows, working with outside partners, and managing the growth of your team members.
Salary range: $50,000 - $80,000
- Provide daily direction and communication to employees so that Technical Care team calls and tickets are answered in a timely, efficient, and knowledgeable manner.
- Ensure employees have appropriate training and other resources to perform their jobs.
- Create and maintain high quality work environment so team members are motivated to perform at their highest level.
- Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.
- Develop and manage issue notification and communication process across the company.
- Provide continual evaluation of processes and procedures. Suggest methods to improve department operations, efficiency, and service.
- Ensure that Phone Queue metrics, Service Level Agreements and Key Performance Indicators are met, and problems are escalated appropriately.
- Handle complaints/escalated issues and investigate, track and resolve customer concerns; identify trends, partner with device manufacturers, and implement solutions.
- Provide statistical and performance feedback and coaching on a regular basis to each team member and provide coaching to employees regarding work concerns or deficiencies.
- Other duties as assigned
- Required High School Diploma or GED
- 2 years of related professional experience preferred
- Ability to work flexible hours and overtime when needed
- Self-motivation and the ability to work independently and with teams
- Proficient in the use of Word, Excel, Outlook, and PowerPoint
- Excellent oral and written communication skills
- Proficient in managing multiple tasks as the same time
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