GBS IE Supervisor

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Job Description

Job Summary

This position is responsible for improving the quality of service that is provided to the customer. He/She monitors representative contacts to identify inefficiencies and reduce customer resolution time. This position analyzes service data to provide recommendations that reduce costs and maximize the customer experience.

Responsibilities

• Provides GBS representative observation feedback to GBS supervisors to offer coaching and training recommendations.
• Documents contact observations to determine call center process changes for maximizing service to the customer.
• Generates GBS case reports to track alternative customer response methods for manager and representative review.
• Works with GBS product managers to explain customer response recommendation rationale.
• Reviews statistical information (e.g., number of cases created, resolution rate, etc.) to evaluate the re-routing of customer contacts.
• Generates specific customer case data to export in Microsoft Excel and distribute to new service project team.
• Produces Call Management System (CMS) data to review contact volume statistics and cost impacts.
• Analyzes financial data (e.g., cost-per-contact, administrative cost-per-hour, etc.) to justify new service projects.
  
  

• Experience with Call Center Management - Preferred
• Experience with MS Office products such as Excel (exporting data) and Word - Preferred
• Experience analyzing financial data (e.g., cost-per-contact, administrative cost-per-hour, etc.) - Preferred