Assistant Manager, Customer Care LegalZoom
THIS JOB HAS EXPIRED Assist in the overseeing the daily operation of LegalZoom?s Customer Care team, providing leadership and supervision. Implement effective processes and technologies to achieve friendly and knowledgeable product support, customer retention, employee satisfaction and financial goals. Supervise a team of Customer Care Specialists (CSS). Support the maintenance of accurate documentation to ensure quality customer service throughout the organization. Supervise the team?s quality phone support, email, effective problem escalation and appropriate documentation. Willing to work a variety of shifts as needed and be on-call for the center. Have highly effective skills in communication, as well as a proven track record in problem-solving, team building; call center operations, and technical management.
What you?ll do:
Interview, select and train new employees.
Coach employees in proper job performance techniques and procedures.
Maintain records on employee productivity.
Oversee the delivery of friendly and knowledgeable customer communication across multiple channels including email, voice, chat, and web or voice self-service.
Develop and supervise workforce planning, forecasting, and staffing.
Be a part of training processes that deliver on Service Level Agreements (SLAs) and performance goals.
Develop and maintain reporting to monitor operational and financial performance metrics and service level goals.
Analyze trends to drive customer service improvements.
Maintain quality monitoring processes.
Ensure timely delivery of CSS Monthly Performance Check-Ins and Annual Performance Reviews in conjunction with department manager.
Collaborate with LegalZoom.com Product Groups and Marketing to ensure proper support for current and new products and online and offline campaigns.
Assist in the creation of new operational procedures.
Monitor performance and ensure adherence to operational procedures through timely feedback, coaching and re-training.
Participate in monthly, quarterly and annual planning and goal setting process.
Implement reward and recognition to acknowledge exceptional performance.
Coach, counsel and administer disciplinary action as required.
BS or BA or equivalent experience required
4-6 years customer service experience in a high-volume contact center, legal or service environment
Experience or interest in law preferred
Proficiency with, and the ability to rapidly navigate between, the following applications and systems:
MS Internet Explorer
Internet search engines, including but not limited to Google & Yahoo
Microsoft Office, including strong skills in Excel, Word, PowerPoint, Visio, Project & Outlook
Call/contact center technologies
Exceptional written and verbal communication skills
Must have flexible schedule, including availability on evenings, weekends and holidays
Ability to manage multiple projects
Highly ethical individual with a strong desire to succeed both professionally and personally
Detail-oriented & Results-driven
Positive-thinking and team-oriented
Prior legal training or legal coursework
Previous work in a legal environment as a paralegal, law school, etc.
Experience processing complex documents such as loan applications
||Austin, TX |
THIS JOB HAS EXPIRED