What are the responsibilities and job description for the Customer Contact Team Manager position at The Exchange?
Job Description
Supervises an assigned shift in a 24/7 customer contact center who receive telephone calls, chats, and email from customers or vendors and assures appropriate action taken and customers satisfied.
Job Grade
3
Job Tier
3
Career Area
Retail Specialist
Supervisor
Yes
Job Qualifications
Three years of customer service or customer relations in a call center environment. Prior experience in a call center environment in the last 18 months is preferred.
Degree (one Of)
Work – Onsite HQ – Dallas, Texas
$46,937.00
Major Duties
Supervises a staff of customer contact associates that are responsible for handling customer inquiries and manages team performance. Prepares daily/weekly/monthly reports on individual and team performance.
Handles complex customer issues involving Military Star, e-Commerce, federal debts, collections, returned checks and ESSO from customer contact lead or other associates.
Manages customer service levels, production and quality assurance that meets or exceeds operational goals.
Performs other duties as assigned.
Work Challenges
24x7 work environment supporting Exchange operations, which requires either shift work, on call, and/or after hours project work and may include holidays, and weekends
Job Type
Management
Number of Positions Remaining
1
Supervises an assigned shift in a 24/7 customer contact center who receive telephone calls, chats, and email from customers or vendors and assures appropriate action taken and customers satisfied.
Job Grade
3
Job Tier
3
Career Area
Retail Specialist
Supervisor
Yes
Job Qualifications
Three years of customer service or customer relations in a call center environment. Prior experience in a call center environment in the last 18 months is preferred.
Degree (one Of)
- BACHELORS DEGREE - Preferred
- BUSINESS ADMINISTRATION - Preferred
- BUSINESS MANAGEMENT - Preferred
Work – Onsite HQ – Dallas, Texas
- Remote/Telework not authorized per Presidential Memorandum “Return to In Person Work”
- Candidates eligible for the Military Spouse Exemption may be considered for remote work
- Alternate authorized onsite duty location may be determined following selection.
- The hours for this position will be M-F 1300-2130, SDO's Sat/Sun
- MICROSOFT OUTLOOK - Required
- MICROSOFT WORD - Required
- ACCOUNT SERVICES - Preferred
- ATN - Preferred
- CCD - Preferred
- CVS - Preferred
- EXCEL-INTERMEDIATE LEVEL - Preferred
- MICROSOFT POWERPOINT - Preferred
$46,937.00
Major Duties
Supervises a staff of customer contact associates that are responsible for handling customer inquiries and manages team performance. Prepares daily/weekly/monthly reports on individual and team performance.
Handles complex customer issues involving Military Star, e-Commerce, federal debts, collections, returned checks and ESSO from customer contact lead or other associates.
Manages customer service levels, production and quality assurance that meets or exceeds operational goals.
Performs other duties as assigned.
Work Challenges
24x7 work environment supporting Exchange operations, which requires either shift work, on call, and/or after hours project work and may include holidays, and weekends
Job Type
Management
Number of Positions Remaining
1
Salary : $46,937