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Eat24, Shift Manager, Support
Yelp
Phoenix, AZ, United States
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Summary
This position is responsible for leading a team of Customer Support Representatives. Provides the leadership and guidance required to achieve departmental goals on a consistent basis while ensuring adherence to department policies and procedures.
This position is based in Scottsdale, AZ**
Responsibilities
• Provide effective coaching and feedback to facilitate Team Member growth and development
• Ensure staff is equipped with the knowledge and tools required to meet department and company objectives
• Partner with workforce management to ensure staffing/schedules align with volume, ensuring service level achievement
• Consistently achieve key performance indicators including but not limited to Customer Satisfaction, Service Levels, Team Member Retention, Cost Per Contact
• Create and maintain a work environment that promotes, growth, diversity, education, open communication
• Effectively trouble shoot and resolve Customer or Restaurant concerns, and handle escalated
Requirements
• 1 year of leadership/supervisor experience or 1 year of Eat24 Customer Support experience including a thorough knowledge of all functions performed
• Excellent written and verbal communication skills
• Strong leadership interpersonal skills with proven ability to work effectively in a team environment
• Flexibility and willingness to work a variety of schedules in a 24x7 environment