GBE IE Supervisor

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About The Role :

Job Summary

This position is responsible for improving the quality of service that is provided to the customer. He/She monitors representative contacts to identify inefficiencies and reduce customer resolution time. This position analyzes service data to provide recommendations that reduce costs and maximize the customer experience.

Responsibilities:

- Provides GBS representative observation feedback to GBS supervisors to offer coaching and training recommendations.
- Documents contact observations to determine call center process changes for maximizing service to the customer.
- Generates GBS case reports to track alternative customer response methods for manager and representative review.
- Works with GBS product managers to explain customer response recommendation rationale.
- Reviews statistical information (e.g., number of cases created, resolution rate, etc.) to evaluate the re-routing of customer contacts.
- Generates specific customer case data to export in Microsoft Excel and distribute to new service project team.
- Produces Call Management System (CMS) data to review contact volume statistics and cost impacts.
- Analyzes financial data (e.g., cost-per-contact, administrative cost-per-hour, etc.) to justify new service projects.

Qualifications:

• Candidate with Engineering and Science backgroud would be preferred
• Experience with Call Center Management - Preferred
• Experience with MS Office products such as Excel (exporting data) and Word - Preferred
• Experience analyzing financial data (e.g., cost-per-contact, administrative cost-per-hour, etc.) - Preferred

Permanent

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