Customer Service Operations Manager - Contact Center - Arizona, Phoenix

The announced job offer is made public by the firm: Public Storage and it was included in jobs list the date of: 2022-10-22 in the website greenenergyjobsonline.com.

It is announced that they have a job offer at the category of Array and the jobs location is in the state of Arizona at the city Phoenix, in the country US - at this current ZipCode: 85003

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Public Storage is recognized as one of America's Best Large Employers in 2022 by Forbes and our employees have also voted us as a Great Place to Work, having Best Career Growth, ranked us in the Top 5% for Work Culture, and in the Top 10% for Diversity and Inclusion.

With more than 2,800 locations nationwide, Public Storage is the leader in the self-storage industry, and given our number of tenants, we may very well be the world's largest landlord. We've experienced unprecedented growth over the past four decades, and it's in no small part due to the dedicated team that has helped us become an S&P 500 industry leader, the country's largest real estate investment trust (REIT), and the most recognizable name in self-storage.

As an Operations Manager for our Contact Center, you will responsible for the management of internal and external Customer Service Supervisors and teams including activities that contribute to ensuring customers receive the best service possible and service level expectations are met. The manager will also oversee and have accountability for the BPO/ vendor relationship.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES:

• Coach and motivate a team of supervisors and specialists to achieve service level goals while fostering a customer centric experience for our customers while ensuring that performance and quality standards are met.
• Manage the administrative and contractual components of BPO partner(s) including ensuring
• service levels and performance metrics are met.
• Ensure Supervisors & BPO management are monitoring call trends and consumer needs and discuss with management to implement enhancements as necessary and ensure supervisors are providing meaningful and timely feedback to agents on knowledge needs and performance.
• Analyze department data to identify trends and opportunities, creating action plans that improve productivity, increase efficiency, reduce escalations and enhance customer satisfaction
• Prepare and utilize reporting to track individual and group performance on productivity metrics, quality assurance, attendance accountability, employee development and disciplinary actions while ensuring consistent and timely delivery and documentation of records
• Partner with training department to ensure modules and materials are updated as new initiatives and projects are implemented that impact how agents handle calls.
• Partner with supervisors and QA team to identify critical and frequent errors and agent developmental needs. Coordinate with training to create coaching clinics and other training techniques designed to target specific topics
• Oversee hiring of staff to achieve planned headcount. Drive engagement activities focusing on agent satisfaction and reducing attrition
• Partner with WFM to manage schedules including shift bids.
• Review and respond to escalated inquiries from internal and external customers