Supervises internal Call Center inbound and outbound customer telephone activities and functions including, but not limited to Customer Success Specialist (CSS) staff performing telephone service support for inbound customer calls and outbound telemarketing campaigns. Responsible to ensure reporting CSS staff meets and maintains inbound service call performance standards for both productivity and quality; and that overall telephone key performance measures (KPIs) are attained and maintained. Tracks and reports CSS staff performance and measures success against forecasted and planned results. Creates and fosters a customer service culture that embraces the organization’s customer service principles and achieves optimum staff performance through the delivery of exceptional and best in class service that exceeds customer expectations.
Manages staff and carries out supervisory responsibilities in accordance with the organization's policies, practices and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Must be able to work any shift between 8am - 10pm Mon-Fri.
Conducts reporting staff performance reviews, formally two times per year, and monthly for individual CSS performance feedback.
Career development and advancement
Working at Freedom, you have the chance to invest in yourself. From on-the-job training to advancement opportunities, and from tuition assistance to our annual internal leadership conference, we’re focused on upskilling, achieving, and celebrating.Learn More
We run huge company-sponsored donation events and contests, as well as offer paid volunteer time so you can commit your support to the causes which you care about most.Learn More
Holidays and paid time off
We offer ample paid time off including multiple paid holidays — because your downtime and well-being are just as important to us as your time in work mode.Learn More
Our salaries are competitive — rewarding your experiences, contributions, and hard work. We also have a 401K plan which provides a matching contribution.Learn More
We offer several medical benefits plans and options to choose from including dental, vision, disability and life insurance, dependent care and flexible spending.Learn More
Pets are part of the family too! We offer comprehensive vet insurance to make sure your cats are cared for, your pups are prioritized, and your lizards looked-after.Learn More
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