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11 days ago
Salary band: $10k - $15k
Location: North America, United States, Florida, Miami
Job type: Permanent
Contact: LesConcierges, Inc.
Category: Service Manager
Job Description

We are currently looking for an Manager in our Miami Office. This Position is responsible for leading a team of Contact Center Concierges in delivering operational excellence, consistent transaction processing, and compliance with client and company standards. This position manages employees of the department and is responsible for the performance management of their team.


This is a great opportunity to get in with a growing company while working in an exciting emerging industry.


Primary Responsibilities:

  • Organizes and directs the day-to-day activities related to the operation of the Center.
  • Responsible for managing and guiding call center agents in performing their duties. Provides support, reports and resolves problems and escalations
  • Monitors agents and contact center performance, and analyzes reports.
  • Work with Workforce Management and Program Manager to ensure that resources are available to handle incoming calls, requests, and fulfillment; while ensuring that service levels and workflow meet or exceed defined standards.
  • Manage a team of up to 20 concierges meeting or exceeding productivity, quality, and compliance objectives.
  • Be an employee advocate - removing barriers and raising awareness.
  • Assist with the development of strategies to increase overall productivity rates
  • Support the successful implementation of new or enhanced client initiatives and identify opportunities for improvement; initiate steps to implement change.
  • Drive the success of both team and individual objectives by creating a supportive environment where Concierges are expected to perform and receive the support required to be successful.
  • Provide a climate in which open communication and expression is valued and encouraged.
  • Ensure that company records support compliance and issues are elevated and addressed.
  • Manage and reduce escalations with a keen sense of urgency

Qualifications:

  • Qualified candidates must have 3-5 years supervisory experience working in a Contact Center environment and have experience managing a multisite team in a 24/7 365 day operation.
  • Have the ability to work flexible days and hours, including evenings and weekends
  • Ability to work in a fast paced, complex, dynamic environment.
  • Proven ability to establish customer relationships and rapport over the phone.
  • Proven track record of successful project management.
  • Strong attention to detail.
  • Advanced knowledge of Microsoft Office
  • Demonstrated professionalism interacting with all levels of management.
  • Ability to effectively prioritize and escalate customer issues.
  • Bachelors Degree preferred or equivalent work experience with a successful track record and supporting references.

Job Type: Full-time-Afternoon Shift

Company Description
LesConcierges/John Paul is the worlds premier provider of global concierge services and solutions. We provide Concierge and Customer loyalty solutions of exceptional quality for our premier corporate clients. We create experiences that will always be remembered and with unparalleled level of responsiveness. These services are of the highest level and may include, but are not limited, to travel, dining, entertainment, and sporting events on a global scale.

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