England Logistics

Manager of Agent Operations

US-UT-Salt Lake City
Job ID
2015-1080
Category
Administrative/Clerical

Overview

Recognized among “Training Top 125” by Training magazine and “50 Best Companies to Sell For” by Selling Power, England Logistics aims to provide employees with a quality work experience and opportunities to develop valuable skills. Ready to begin an awesome career? We’ll help you find the role that fits you. Guess you could say we’re awesome at the “logistics” of it all. In all seriousness though, we don’t force you into a box. You control your own progress and can choose the career path less traveled. Our work environment is ambitious and fast-paced but we also like team building, group activities, celebrations, and the occasional push-up contest.

 

As a Manager of Agent Operations you will be leading a team of 6-8 Agent service representatives while ensuring all standard operating procedures are being followed. In addition to these duties you will also be responsible for training new agents and maintaining monthly/weekly goals. Our ideal candidate will come with a strong background in customer service and have the ability to get along with a multitude of personalities and varying levels of management.

Responsibilities

  • Create and/or refine Standard Operating Procedures within the Agent Division.
  • Regular review and audit of divisional and company policies and procedures, identify gaps and propose solutions for further refinement
  • Handle escalated carrier calls with regard to agent interaction
  • Handle escalated agent calls
  • Assist in the facilitation of agent commissions
  • Build strong relationships with agents
  • Train agents on software tools, including McLeod, Rater and REMS
  • Analyze the pro’s and con’s of a situation and make an educated decision based on the facts

Qualifications

  • 3+ Years in customer service
  • Proven leadership track record with 2 or more direct reports
  • Ability to meet and exceed set fourth goals and expectations
  • Attention to detail and accuracy
  • Strong organizational skills
  • Experience in face to face customer interaction
  • Strong interpersonal skills
  • Ability to liaise with Agents and build lasting relationships
  • Ability to provide resolution to any issue in an time effective manner
  • Ability to identify revenue producing opportunities
  • Strategic and tactical mindset
  • Ability to thrive in a team based environment
  • Excellent written and verbal communication skills

 

 

 

England Logistics is an Equal Opportunity Employer

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