The Onboarding Concierge Sr. Manager is responsible for leading, developing, and motivating a team of Onboarding Concierge Specialists who review newly established services to ensure services are set up according to the product offering, contacting customers to discuss services, answer questions and offer advice regarding Website and/or Online Marketing packages. This person will provide day-to-day leadership and direction in developing Onboarding Concierge Specialists to achieve and exceed production and quality standards. Work involves training, developing, and mentoring to ensure that all work produced by the team meets or exceeds customer and management expectations.
Essential Duties and Responsibilities:
Oversee the operation of the Onboarding Concierge Specialists team and systems to ensure high-quality customer experience and productions. Maximizing effectiveness, efficiency, and compliance on all customer contacts.
Manage, lead, develop, support, and supervise Onboarding Concierge Specialists on policies and procedures to achieve the highest customer experience, production, and quality goals.
Improve customer service and outbound dialing skills through coaching based on live, side-by-side monitoring and recorded monitored calls to exceed customer and employee satisfaction and retention goals
Evaluate performance and call reporting to identify trends and foster an environment of continuous improvement.
Ensure that all team members are developed, appraised, counseled, and motivated to their full potential. Creating and maintaining an environment that promotes recognition and reward of excellent performance.
Lead, monitor, report, and promote Web.com Services and focus on the key behaviors that drive customer growth.
Manage customer contacts through manual inbound/outbound calls, dialer, text messages and e-mail, maximizing contact rates.
Manage your team to maintain and exceed customer expectations and follow up on all customer needs as they arise.
Regularly review Onboarding Concierge Specialists processes offering recommendations and changes to the process and scripting when necessary, to adapt to changes in the business. Seek input and/or approval of the senior leadership team where appropriate.
Support escalated calls and/or issues.
Promote quality results and impacts across the business through regular communication and consistent, actionable reporting.
Work closely with the training department in all areas of opportunity to improve content and results of training (both New Hire and Follow-On).
Support new programs (product launches, campaigns, training).
Maintain a consistent presence in the team area.
Manage multiple priorities and deliver on deadlines.
Act as a liaison between staff and other areas, including senior management.
Assist the Company in any necessary duties to achieve Company goals.
Perform other related duties and conduct special projects as required.
Collaborate with Product Marketing, Fulfillment, Sales, Training, Technology, and other departments on ways to reduce early-life churn and increase customer retention.
Provide routine product/process improvement feedback to Product and senior leadership based customer feedback.
Identify and resolve all areas of opportunity within the team so that performance and customer satisfaction remains high.
Management of time tracking and incentive compensation for payroll purposes.
Conduct daily team briefings, demonstrating a high level of energy and commitment which serves to motivate and create a high level of performance and accountability within the team.
Assist in the collection and reporting of performance data in order to monitor results, and maintain a firm understanding of the performance, quality, and associated metrics for the Onboarding Concierge team.
Proactive management of outbound dialer system and calling lists in collaboration with the dialer team to achieve maximum efficiency.
Technical, Sales and Customer Focus - Has experience (4+ years) providing technical support, customer service and/or sales using results orientation and quality practices with a customer-centric approach.
Supervisory experience preferred.
Problem Solving and Decision Making - Exercises judgment in making sound decisions while considering the consequences of actions and wider implications.
Demonstrates a logical thought process involving all relevant parties with consideration given to qualitative and quantitative measures.
Performance and Results - Works to achieve all goals, targets, and objectives with consideration to efficiency and cost effectiveness.
Teamwork - Actively promotes learning among the team, resolving conflicts, building appropriate alliances and networks and contributes fully as a team member within Fulfillment, and Web.com as a whole.
Planning, Organization and Project Management - Optimizes team skills and uses appropriate project management methods to produce workable plans, define priorities, and set realistic deadlines.
Continuous Improvement and Managing Change - Actively supports colleagues and team towards effective change, encouraging continuous improvement.
Personal Development - Takes proactive ownership of personal and professional development and has a realistic view of own strengths and development areas.
Effective Communication Skills - Communicates clearly and concisely using effective interpersonal and influencing skills both verbally and in writing.
Commercial and Business Awareness - Understands and supports Web.com's mission, strategy, and goals and how own role contributes to the organization's overall success, revenue generation, & cost reduction.
Good technical, interpersonal, management, motivational, and analytical skills.
Appreciation for confidentiality, security and safety.
Must be able to work with minimal supervision, be part of and lead a team, and have flexibility in scheduling when required.
Coaching and Development Skills.