Lead Consumer Support Analyst

Essential Job Functions:

• Provide first contact point for all operational aspects of Consumer Support; discussions on productivity and service level commitments.
• Oversee day to day service levels, managing workflow, escalations, effectively delegating across team and driving strategy in action to improve consumer experience
• Implement policies on the filing, documenting and approval of PTO and attendance administration.
• Maintain an energizing, high performance teamwork environment reflecting PMI values, a collaborative team-based culture, and a service mindset
• Identify functional /behavioral training & development needs of employees to support team goals and objectives via Quarterly Performance Discussion
• Conduct team meetings to address issues and concerns and disseminate product/process updates
• Initiate regular meeting with global counterparts to ensure process alignment and address process gaps
• Ensure team meets and strives to exceed Key Performance Indicators (KPIs) on overall customer satisfaction, first contact resolution and proper request documentation/processing.
• Analyze, review and resolve, and conduct performance trends and recommendation to drive performance and impact positive business outcomes
• Regularly monitor calls and responses (emails, service requests and chats) to identify opportunities for process and quality improvement
• Identify operational issues or inefficiencies and lead process improvement initiatives to address the root causes.
• Work collaboratively with stakeholders to drive revenue growth and improve operational processes and reducing overall business costs
• Draft forecast for Mail Order Warranty and manage warranty inventory levels ensuring sufficient allocation for consumer warranty replacements
• Manage warranty product catalog
• Generate reports based on team deliverables and present to management and stakeholders
• Collaborate when deploying new product/process launches and ensures SOP and Timelines are met
• On board new team members, coordinate systems access and manage new hire training plan
• Adhere to the regularization, performance appraisal, quarterly performance appraisal, rewards and recognition and development planning of the team
• Monitor the retention of existing staff in GSC, acquisition and development of future staff to meet the needs of PMI GSC Consumer Support including selection, goal setting, feedback, appraisals and coaching
• Respond to team member inquiries and resolve team member issues by utilizing HR procedures, policy manuals, and other resources

Education and Experience:

• College graduate
• Minimum three (3) years of customer service experience

Proficiencies Required:

• Excellent written and oral communication skills; ability to communicate effectively and project a professional image when giving and taking information in writing, in person and over the phone.
• Solid word processing and computer database skills with knowledge of Microsoft Outlook, Word and Excel.
• Attention to detail.
• Good personal skills with the ability to effectively work with individuals and groups at all organization levels; ability to work independently and as part of a team.
• Ability to respond effectively to sensitive inquiries or complaints.
• Ability to take initiative and prioritize tasks; good time-management, organizational, problem- prevention and problem-solving skills.
• Strong analytical ability with active listening skills.
• Ability to work accurately with close attention to detail.
• Ability to maintain confidentiality of sensitive information.
• Willingness to adapt to changing business needs and deadlines.
• Ability to study and apply new information.