CUSTOMER SUPPORT OPERATIONS MANAGER

Responsibilities

• • Support growth and development  through constant coaching, quantitative and qualitative feedback, encouragement, and empowerment
  • Manage supervisor team, leading by example with a detailed, hands-on approach to drive individual and team performance improvement and accountability
  • Demonstrate supreme command of all tools, processes, and policies
  • Maintain perfect working knowledge of Rocket Lawyer products, pricing, and services
  • Provide and review weekly and monthly quantitative productivity reports of the Support Operations team consistently identifying and implementing improvement plans to ensure achievement of  KPI targets for calls, emails, chat, and other support activities
  • Ongoing daily, detailed review of agent and team quality audits on all support channels and ensure each team and team member consistently exceeds quality KPI targets 
  • Continuously evolve QA program and training curriculum, ensuring best in class content and delivery to all team members enabling the delivery of exceptional