Dialog Direct
  • Operations
  • Highland Park, MI, USA
  • Full Time

Ensure maximum employee performance, effective coaching and motivational skills. This position will also require timely employee reviews, this means to take ownership and responsibility for assigned programs and the ability to work closely with the Account Manager to provide required reports, data, etc. Candidate will be responsible for effectively supervising an assigned team of Customer Service Representatives to achieve maximum results and ensure all expectations are met and/or exceeded as well as evaluate and execute appropriate action to improve or recognize employee performance.

Key Responsibilities

  • Experience relaying sensitive information to appropriate parties. Keeps clients, superiors, peers, and direct reports updated based on their information needs
  • Must be an articulate speaker in a variety of settings
  • Directs and monitors adequate staffing levels to meet quality and budget standards
  • Identify operating opportunities for continuous improvement and efficiencies
  • Proactively document and communicate issues to IT Staff
  • Places primary importance on delivering superior customer service
  • Encourages open communication by listening attentively and actively. Seeks to fully understand information from many points of view
  • Expert at matching tasks to the right people. Assigns challenging work to complement and develop their skills
  • Experience confronting performance issues as well as giving rewards and recognition. Can deliver difficult feedback to the most resistant and defensive employees by constructively focusing on improvement

Qualifications and Skills

  • High School Diploma or GED, some college coursework preferred
  • Thorough understanding of Call Center operations, principles and metrics
  • High level of computer literacy
  • Experience with working in high volume call center, managing and directing teams
  • Track record of leading teams to achieve extraordinary goals. Inspires and motivates team members to work together and achieve beyond expectations
  • Skilled at supervising work for a team of individuals with differing levels of skill to enable them to achieve performance and quality standards

About Dialog Direct

Dialog Direct is a marketing and customer engagement solution provider focused on helping brands connect and engage with their customers to generate leads, increase sales and provide superior customer engagement solutions that create remarkable experiences. With more than 3,500 team members across 11 locations, the company offers a full range of sales and marketing support services direct marketing, campaign management, customer service and sales, order fulfillment, eCommerce and data analytics to help its clients build lifelong customer relationships.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.

All candidates will be required to complete and pass a background check. All candidates selected will also be processed through E-Verify. E-Verify is an Internet-based system that allows businesses to determine the eligibility of their employees to work in the United States.

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