Responsibilities:
This person will lead multiple ancillary projects while simultaneously driving team performance to achieve exceptional customer survey results. Additional responsibilities include:
- Attendance Management, Team Huddles, Team Training, Employee Engagement
- P&P Creation and Maintenance
- IB and OB Workforce Scheduling
- Call Queue Management and Call Calibrations
- Client Interaction
- Report Generation/ Analysis and Lead Flow Diagnostics
Qualifications:
- 2+ years leading teams in a contact or service-center environment with proven track record of success
- College Degree preferred, or equivalent experience managing 10+ people
- Experience with CCaaS technology, NICE CxOne highly preferred
- Customer Relationship Management experience (Salesforce or similar)
- Demonstrated experience with post-sales customer retention and churn reduction
- Excellent verbal and written communication skills; professionally represent Anywhere Leads
- Ability to manage multiple projects and tasks – attention to detail is critical
- Financial aptitude
- Demonstrated ability to think critically and creatively to develop solutions and strategies
- Solid background in Employee Engagement- proven passion for leading and developing others
- Strong understanding of real estate terminology
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