Your role at Samsonite:
This role is primarily responsible for a team of call center agents, ensuring they are adequately trained and productive, to ensure the day-to-day activities of the operation run smoothly and efficiently. Responsible for implementing improved processes and operational policies that promote a high-performance team environment.
- Establish and foster excellent working relationships with all inter-dependent departments; this includes identifying and communicating operational issues to the appropriate department on a timely basis and working collaboratively to resolve problems
- Makes effective independent decisions representing day-to-day issues
- Provides recommendations for procedural changes and improvements as they pertain to the department
- May participate in presentations for investors, rating agencies, and other servicing platform visitors
- Clearly communicates strategies to team members and other stakeholders
- Participates in special projects or performs duties in other areas as requested.
Supports a team of call center agents by:
- Measuring and documenting performance, track times and attendance
- Maintains time and attendance compliance by updating various electronic mediums.
- Responsible for providing monthly and annual reviews
- Takes and resolves escalated calls/complaints
- Giving additional support by handling incoming and/or outbound contacts, as required
- Determining the team's daily activities and ensuring associates are fully engaged throughout the day
- Performs duties of subordinates when needed.
Assists the Management Team with:
- Responding to Corporate inquires
- Creating remediation plans when staff is performing below expectations
- Partners with the Quality Department to provide feedback and coaching
- Contributes to the selection of new hire and on-going associate training
- Monitoring reports to ensure department metrics are met
- Acts as a back-up for the other Supervisors, when required