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Customer Service Operations Manager
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Full-time
- Review work and monitor phone calls for CSR's assigned to team.
- Ensure work is accurate and that proper policies and procedures were followed and meet compliance, GLBA and FCRA guidelines.
- Handle overflow calls as needed to keep customer average handle time under 2 minutes.
- Provide feedback and coaching as needed to CSR's via 1:1 meeting with each team member (at least weekly)
- Assist in the preparation of annual performance reviews for assigned team members.
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