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Parts Technical Call Center Manager Job
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| Employer Name: CustomerServiceCrossing |
SpiderID: 2311917 |
| Location: Racine, Wisconsin |
Date Posted: 6/24/2008 |
| Wage: |
Category: Customer Service/Technical Support |
| Job Code: |
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Job Description:
Organization at the New Holland and Racine sites that will lead to and maintain significantly improved support levels for the CNH Dealer organization. Major KPI’s are: call hold times, call abandon rate, call volume, and call content/quality. Undertake actions within the New Holland and Racine TSS Parts organizations that will better utilize available manpower and support systems, leading to increased productivity of the groups, including integration of brand support at both sites. Constantly monitor organizational productivity and performance using appropriate measurement tools. Establish a baseline of current performance level and a “should be” performance level that meets and exceeds the CNH Dealer Distribution Network expectations for Technical Parts Support. Make appropriate adjustments to systems, practices and/or personnel to maintain and exceed the “should be” performance level in the areas of call hold times, call abandon rate, call volume, and call content/quality. Put into place and execute an organizational development plan that improves team member skills in the areas of Customer Assistance including telephone management skills, customer interface skills, call content and quality improvement and call documentation process in APPLIX software.
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Job Criteria:
Start Date:
Position Type: Full-Time Permanent
Years of Experience Required:
Education Required:
Overnight Travel:
Vacation Time:
Contact Information:
| Contact Name: - |
Company Type: Employer |
| Company: CustomerServiceCrossing |
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| City: Pasadena |
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| State: California |
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| Zip: |
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Web Site: http://www.customerservicecrossing.com
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