Army & Air Force Exchange Service CUST SVC TEAM MGR in AAFES Headquarters (Dallas), Texas

Job Description

SUPERVISES A 24/7 CALL CENTER STAFF OF CUSTOMER SERVICE REPS WHO RECEIVE TELEPHONE CALLS, CHATS, EMAIL AND FAXES FROM CUSTOMER OR VENDORS.

Major Duties

TAKES APPROPRIATE ACTION TO ENSURE CUSTOMERS ARE SATISFIED. REVIEW TEAM QUOTAS, PRODUCTIVITY AND PERFORMANCE LEVELS IN ORDER TO MEET OR EXCEED OPERATIONAL GOALS. TRAINS, DEVELOPS, AND IMPLEMENTS OPERATIONAL STANDARDS AND POLICIES. PROVIDES RECOMMENDATIONS AND EXECUTES CORPORATE PROGRAMS AND INITIATIVES. PERFORMS OTHER DUTIES AS ASSIGNED.

Job Qualifications

2 YEARS RETAIL CALL CENTER OR RETAIL OPERATIONS MANAGEMENT EXPERIENCE. CALL CENTER TRAINING AND DATA ANALYSIS EXPERIENCE PREFERRED.

OR

BACHELOR'S DEGREE AND RETAIL CALL CENTER OR RETAIL OPERATIONS MANAGEMENT EXPERIENCE. CALL CENTER TRAINING AND DATA ANALYSIS EXPERIENCE PREFERRED.

Degree (one of):

  • ASSOCIATE OF BUSINESS ADMINISTRATION - Preferred

Vacancy Number: C1-000581-2017

Job Title: CUST SVC TEAM MGR

Exchange Location: United States - Texas - AAFES Headquarters (Dallas)

Facility Name: CATALOG/ECOM CUSTOMER

Employment Category: Regular Full Time

Career Area: Retail Specialist

Job Grade: 3

Job Tier: 3

Work Challenges: 24/7 365 days a year

Certified Call Center Manager Certificate

Supervisor: Yes

Salary Minimum: $40,968.00

Number of Positions Remaining: 1

Removal Date: 24-Jul-2017