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- Manage the reporting suite ensuring timely and accurate delivery for our teams to action,
- Manage reports, analyses, and dashboards (all aspects from content, configuration, delivery, insights, and recommendations).
- Manage data quality control, cross-referencing, and cleansing to ensure data integrity.
- Proficient in Microsoft products and ERP (i.e., Oracle and other niche-based query software).
- Oversee the quality monitoring and scorecards of all team members to achieve world-class service.
- Manage the ongoing staffing needs on our omnichannel system to allow our customers full contact with center resources.
- Manage all communication blasts to our customers to open our communication channels and information flow.
- Manage and program the bot farm to service our departmental needs 24/7.
- Build, develop and cultivate team members.
- Meet or exceed Service Level Agreements (SLAs) for established tests and manage the team to meet defined Key Performance Indicators (KPIs) and team goals to drive customer service excellence.
- Work with other internal teams to meet customer expectations