What is your mission?

You will provide the best service to our partner brands by performing these tasks:

• Provide the 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, and effectively delegating across teams 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 meetings with global counterparts to ensure process alignment and address process gaps
• Ensure the team meets and strives to exceed Key Performance Indicators (KPIs) on overall customer satisfaction, first contact resolution, and proper request documentation/processing. 
• Analyze, review resolve, and conduct performance trends and recommendations 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 improve operational processes and reduce 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 them to management and stakeholders
• Collaborate when deploying new product/process launches and ensure SOP and Timelines are met
• Onboard 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 Confidential 
• 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