Call Center Manager - Customer Service in Alpharetta, GA at LeasePlan

Date Posted: 6/5/2018

Job Snapshot

Job Description

Job Summary

To Manage the FleetDesk, our Driver Call Center, to provide support to our clients who have outsourced the day to day fleet functions to LeasePlan.  Responsible for directing agents' workflow and workload as well as handling complaints, concerns, and questions from internal and external agents and customers.  Highly organized professional with management experience who can ensure the most efficient operation of our call center; increasing customer satisfaction to ensure agents meet/exceed their weekly, monthly, and quarterly goals. 

Essential Functions

  • Lead FleetDesk team in the day to day operations
  • Establish, modify, and track FleetDesk KPI's
  • Manage, communicate, and analyze Quality Assurance program 
  • Communicate, train, and coach team members during monthly one on one sessions on the progression of Quality Assurance, Response Plan, KPI Metrics, and call management
  • Execute and distribute monthly client reporting
  • Continuous evaluation of current processes and define process improvements as warranted for more efficient individual and team performance
  • Coach and mentor team members to assist them in individual growth and career path opportunities
  • Write and present bi-annual employee reviews; establish annual measurable goals for team members
  • Conduct monthly team meetings focused upon improving the expertise of the FleetDesk team and to create optimal team environment
  • Handle FleetDesk driver or client escalation issues that cannot be handled by FleetDesk Coordinator or Team Lead
  • Partner with the Client Activation team to on board FleetDesk Clients 
  • Partner with the Account Management team to ensure the Client Database is up to date for effective management of driver calls
  • Partner with other departments, ensuring we operate as One LeasePlan
  • Communicate with co-workers, team members, management, clients and others in a courteous and professional manner.
  • Conform with and abide by all regulations, policies, work procedures and instructions.
  • Demonstrate reliable and predictable attendance.
  • Other duties assigned to ensure overall departmental efficiency.

Education: College degree or equivalent Call Center Management experience preferred

Experience: Management experience, preferred in a call center environment

Skills: Basic technology, Microsoft office products, Avaya CMS or equivalent software

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