Job Summary:

This role entails providing leadership, guidance, and coaching to Customer Care Representatives to ensure exceptional service delivery. Responsibilities include setting clear expectations, coaching for success, handling escalated situations, and collaborating with various departments. Key skills needed include strong interpersonal skills, emotional intelligence, conflict resolution, project management, and the ability to manage stress in a fast-paced environment. The role also involves continuous learning, process improvement, and support for company initiatives and changes.

Responsibilities & Duties:

- Provide leadership, coaching, and development to Customer Care Representatives, ensuring they have the necessary resources and tools to excel in their roles.

- Set clear expectations for metrics, projects, and company initiatives, and coach representatives to meet individual, team, and departmental goals effectively.

- Handle escalated customer situations promptly and professionally, striving for "win/win" outcomes while adhering to company policies and procedures.

- Collaborate with various departments such as Learning and Development, Quality Assurance, and Workforce Management to ensure representatives are trained, supported, and appropriately scheduled.

- Drive continuous process improvement initiatives to enhance the customer experience and optimize departmental efficiency, while staying adaptable to changes in procedures, products, and company initiatives.

- Other duties as assigned

Requirements:

- Associate degree or equivalent experience, with at least 1 year of leadership experience in motivating, coaching, and developing employees to achieve desired outcomes.

- Preferred qualifications include a Bachelor's degree or equivalent and experience in a Contact Center environment.

- Strong interpersonal skills, emotional intelligence, and the ability to effectively communicate and collaborate with others.

- Proficiency in using personal computer software such as Windows, Word, OneNote, and Excel, along with basic math and accounting skills.

- Ability to manage stress in a fast-paced environment, prioritize tasks, and maintain attention to detail while supporting a positive work environment through one's own work and attitude.

A person who excels in coaching and developing others, possesses strong interpersonal skills, thrives in a fast-paced environment, and demonstrates adaptability to change would excel in this role.

To view our competitive benefits, click here!

Joining Nsight/Cellcom:

Join our telecom team in Wisconsin and Michigan's Upper Peninsula, where we focus on delivering excellent wireless and fiber solutions and expert tower construction and maintenance. With a strong commitment to customer service, community involvement, and eco-friendly practices, we're more than just a company; we're shaping the future of connectivity. If you're passionate about making a difference and want to be part of an innovative telecom environment, come join us!

 Cellcom is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. This is a drug-free workplace.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to recruiting@nsight.com.