Mi Hub is an international supplier of corporate clothing uniform solutions to businesses and individuals, trading through its Dimensions, Alexandra, Yaffy and Affinity brands. Collectively the group employs more than 800 people across its offices in the UK, Europe, and the USA. Mi Hub US is headquartered in Jeffersonville, IN and has locations in Houston, TX and Fairborn, OH. Subject Matter Expert for customer programs, internal processes and systems to ensure our customers a one-stop call resolution Actively monitor calls, to ensure a high standard of call quality is maintained Hire, onboard and train call center team members Develop and review quality performance measurements for the team and provide input for coaching as required on a team or individual basis. Provide weekly team performance with key metrics to internal partners Provide external call center reporting to the Program Management team, monthly/quarterly/ad-hoc Prepare work schedules to ensure sufficient coverage to handle customer inquiries via incoming calls, emails and chats Handle escalated customer calls, chats and/or emails as needed Work with Program Management team on common feedback/issues to develop root solutions Minimum Qualifications: Bachelor’s degree or equivalent work experience is required Ideal candidate will have 5+ years of customer service experience, 2+ years of managerial experience in a call center environment Ability to motivate and coach staff in a team environment Exceptional customer focus and professionalism Knowledge of performance evaluation and customer service metrics Time management skills and the ability to manage multiple priorities simultaneously Excellent organizational and leadership skills with a problem-solving ability Mi-Hub is an equal opportunity employer that is committed to diversity and inclusion in the workplace.
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