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Job Summary:

Responsible for supervising and monitoring the daily work of customer care representatives including aiding in problem solving solutions, coaching and counseling associates and fostering high morale within the team environment. Aids in setting attainable goals relating to organizational objectives and assesses achievements.

Roles and Responsibilities:

• Plans, directs, supervises and evaluates the workflow of customer support representatives.
• Provides the support needed to achieve their pursuit of providing the highest level of customer support.
• Ensures that customer support staff remains knowledgeable regarding the company's latest product and sales information by scheduling and supporting frequent training.
• Sets KPI targets for the team and monitors achievements. Develops countermeasures when problems are identified.
• Performs Human Resour...