LG Electronics USA, Inc. Escalated Call Center Senior Manager in Huntsville, Alabama
Escalated Call Center Senior Manager
Location Huntsville, Alabama
Department (Org 2) Customer Care I40173
Job Requisition 22073
At LG we make products and services that make lives better, easier and happier through increased functionality and fun. Put simply, we offer the latest innovations to make “Life Good” – from home appliances, consumer electronics, vehicle components and mobile communications to business innovations in digital signage, air conditioning, solar and LED lighting. As a global leader, we strive for greatness in product leadership, market leadership and people leadership to realize our growth strategies.
We offer an environment that enables colleagues to demonstrate their capabilities, focus on their work and create value. At LG, you're encouraged to take a creative and individual approach to challenges with strong emphasis placed on performance and skill—and equal, merit-based opportunities across the board. We want our colleagues to grow with our global business. That's why we deliver sure rewards for exceptional performance and offer industry-leading benefits. Come join the team!
The Escalated Call Center Senior Manager position is responsible for managing a team of supervisors who de-escalate and resolve escalated customer issues. This would include daily management of Supervisors, as well as ensuring efficient operations of tier 2 level escalated customer service.
Identifying, analyzing, and resolving escalated consumer issues within the organization.
Implementing and monitoring policies and procedures to effectively support customer service representatives and LG's customer service practices.
Work with external sources such as related sales divisions, major dealers, public relations, etc.
Collaborate with call center Director to establish and maintain department direction and strategies
Performance management of direct reports as well as team of 25+ CSR's through Supervisors
Bachelor’s Degree in relevant field
Minimum of 7 years of service related call center experience
Minimum of 5 years of call center management experience in a customer service call center environment
Knowledge and understanding of customer service concepts and technology (i.e. AVAYA CMS, Aspect eWorkforce, NICE, Siebel CRM)
Proven track of Call center management or training experience
Management experience in appliance or consumer electronics products support function
Excellence in verbal and written communication skill
Advanced MS products such as Excel, Powerpoint, Word
LG Electronics, USA Inc.; LG Mobilecomm USA, Inc., LG Mobile Research USA LLC, and Zenith Electronics LLC provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the Company takes affirmative action to ensure that applicants are employed and employees are treated during employment without regard to any of these characteristics.