This position will supervise and mentor the HVAC Technical Team. Will be responsible for lead and associate development and overall team productivity with emphasis on HVAC. Oversees the team's daily operations (with the support of the department head) to provide coaching, feedback, and motivation to associates. Emphasis will be placed on mentoring the HVAC team and meeting or exceeding performance goals.
Summary of Responsibilities:
- Supervises and coordinates the daily operations of the HVAC Technical Team with direction from the department head.
- Using data and analytics, sets clear performance targets and expectations and focuses activities on motivation, coaching, training, and counseling of associates.
- Identifies team needs and develops agents, leads, and other Cinch associates.
- Monitors daily activities of agents, leads, and others to ensure desired service levels, productivity goals, quality, and all departmental objectives are met with an emphasis on meeting Cinch expectations for HVAC replacement rate and severity, approvals, cycle time, and other metrics.
- Provides training, coaching, and guidance to agents and others regarding contract information and policy/procedure interpretation.
- Responsible for consolidated team performance reporting, ensuring that company service, quality, and profitability goals are met or exceeded.
- Participates in developing, implementing, and measuring department policies and procedures, quality control, productivity standards, and cost savings objectives.
- Recommends, updates, or implements processes or strategies that improve overall team and/or company performance.
- Track, compile, and analyze team and department information and communicate trends, activities, and outcomes to senior management.
- Assist department head with handling escalations, recall processes, claims, disputes, denials, and issues toward customer resolution with a heavy focus on communication with customers, service providers, and other departments.
- Other duties and project work as assigned.
- Hourly associates, team leads, and/or supervisors will report to this position.
- Reports to Sr. Manager or Director level position.
Qualifications:
- Excellent leadership, motivational, interpersonal, and customer service skills
- Detail-oriented with excellent follow up, creativity, organizational, written and oral skills.
- Problem solver, analytical and advanced negotiation skills
- Requires excellent verbal and written communication skills.
- Experience presenting complex data and concepts to all levels of an organization.
- Ability to analyze data to determine actions to improve.
Education/Experience/Other Requirements
- Bachelor’s degree or equivalent combination of education and practical experience
- Advanced PC skills and working knowledge of Microsoft Office.
- 4+ years’ experience in coaching call center supervisors and associates
- 3+ years supervisory experience
- Ability to train and develop Supervisors and associates.
- Experience within the HVAC trade preferred.
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