Call Center Leader
|GE is the world’s Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.|
|Call Center Leader|
|Call Center Services|
|Functional Leader of the Designated Call Center. Managers daily operations of the entire team, sets business strategy, goals & objectives and metrics.|
|The Service Center Leader leads a group of service center specialists and/or agents in the call center environment. This role serves as the primary facilitator to drive efficient and customer-centric processes and service for our customer base.|
Quality Specific Goals:
Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position. Complete all planned Quality & Compliance training within the defined deadlines. Identify and report any and all customer quality or compliance concerns immediately to the Quality Organization. Identify and report any personal quality or compliance concerns immediately to the Quality Organization. Insure timely dispatch closure. Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe. Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.
|- Bachelor's degree, or equivalent work experience. |
- Prior demonstrated experience working in a Customer service role.
- Previous experience leading teams
- Demonstrated analytical thinking/problem solving ability
- Tenacity & creativity in handling customer issues