Senior FLM L2

Manage daily activities of a team, achieve customer service goals and standards, and maintain knowledge of service tasks and programs. Required skills include superior communication, presentation, and interpersonal skills, as well as proficiency in workforce management applications and quality tools.

Requirements

• Management of daily activities of a team
• Experience in Data Analyst experience
• Ensures achievement of all system, team and individual Customer Service goals and standards
• Manages Key performance indicators
• Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities
• Responsible for administrative aspects including reporting
• Superior communication (oral, written), presentation, and interpersonal skills
• Demonstrated ability to develop and implement process enhancements including technology and performance
• Ability to plan, prioritize, organize and communicate with client
• Proficiency in, Work-force management applications, Quality tools and technologies
• Experienced in goal-setting (defining and prioritizing specific, driving objectives), Managing escalations