Responsibilities
- Ensure the team is signed in to receive inbound calls and assist with coverage during high call volumes or staff breaks/PTO.
- Monitor and follow up on the completion of tasks assigned to the evening/overnight teams, including concierge outbound/inbound, site localization, and menu & configuration special projects.
- Provide status updates to be communicated to day shift teams at 9 AM and 5 PM standups.
- Support and train the team in completing assigned tasks, providing feedback on areas of improvement.
- Hold Zoom sessions to supervise task completion, check for errors, and ensure quality.
- Share training recordings with teams on opposite shifts to maintain consistent training standards.
- Triage configuration team escalations outside standard business hours and determine appropriate action (assign work if urgent or defer to Manager).
- Communicate with the customer to clarify priority levels and expected timelines.
- Keep internal teams informed about escalations and resolutions.
- Maximize the potential of the overnight team to ensure sites are ready for go-live by following checklists precisely and maintaining the schedule.
- Review existing call recordings, revise scripts/decision flow charts for new cases, and cascade process updates to the evening/overnight shifts.
- Act as a liaison between the team and upper management, communicating goals, updates, and feedback effectively.
- Foster a positive and collaborative team environment that encourages open communication and teamwork.
- Participate in leadership meetings and contribute to strategic planning initiatives.
- Implement CNOW methodologies to ensure the team remains agile and responsive to changes.
- Conduct regular coaching sessions to support individual development and address performance issues.
- Take on leadership functions such as project management, strategic planning, and cross-departmental collaboration.
Qualifications
- Commitment to continuous learning and professional development to enhance skills and expertise in database coordination and administration.
Screening Criteria
- Bachelor’s degree in business administration, management, or an equivalent combination of education and related work experience.
- Minimum of three (3) years of work experience in data entry and customer service, serving US customers or clients.
- At least two (2) to three (3) years of experience in a leadership or supervisory role within a customer service or operations environment.
- Must have a stable employment history.
