The Customer Service Manager (CSM) is chiefly responsible for the tactical leadership of a customer contact center team. This CSM is responsible for ensuring high levels of quality service including the achievement of all assigned sales and service level goals. The CSM must resolve complex and escalated issues that arise from customer service, sales representatives, and executive staff. The CSM will be responsible for the performance and development of a team of Customer Service Representatives (CSR) and other direct reports.
Essential Functions and Responsibilities • Ensuring resolution of customers' long standing or complex problems • Leading and motivating team to meet goals and provide a world-class customer experience • Maintaining and evaluating performance, production, attendance, reviews and appraisals of staff • Keeping abreast of developments and advancements in customer experience field by reading pertinent journals, attending meetings and courses • Providing operational reports, scorecards, and dashboards • Participating in or leading operational reviews • Accomplishing all tasks assigned or requested
Qualifications • Bachelor's degree in Consumer studies, Business studies or Management studies related field • Minimum 5+ years in customer service management-related activities in multi-channel contact center environment • Proven results in operational and customer satisfaction excellence • Experience with workforce management • Exceptional motivational, listening and problem solving skills • Experience with process improvement (such as Lean or Six Sigma) and project management preferred • Proficiency with contact center technologies such as telephone, chat, knowledge base, CRM, database, and MS Office with advanced knowledge of MS Excel • Excellent administrative proficiency and customer relations skills • Ability to prioritize and complete tasks efficiently • Experience working with high-profile clients and aggressive deadlines • Exceptional verbal and written communication skills
Equal Employment Opportunity
Qualified applicants are considered for employment, and employees are treated during employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, gender identity, or expression, genetic information or any other legally protected status