We are seeking a Customer Service Manager that must be from a Call Center environment...

SUMMARY:

The Customer Service Manager is responsible for the daily running and management of the Customer Service Department (call center) through the effective use of resources with responsibility for meeting and possibly setting customer service targets as well as planning areas of improvement or development.  The manager will ensure that calls are answered by staff within agreed time frames and in an appropriate manner.  The Customer Service Manager is a liaison with people and businesses for which they provide first response.  The manager will coordinate and motivate the staff and will also coordinate staff recruitment.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

·         Leadership – Determine what needs to be done in a situation and getting people to do it.  Identify, analyze, and solve problems.  Take initiative in resolving issues.

·         Plan – Decide what needs to happen in the future and generate plans for action

·         Organize – Make optimum use of the resources required to enable the successful carrying out of plans.  Ensure all customer needs are met through timely research and follow up.  Responsible for appearance and organization of the department

·         Staff: Analyze staffing needs, recruit and hire individuals for appropriate jobs.  Hold people accountable to their job requirements.  Develop staff.  Organize staff, including shift patterns and the number of staff required to meet demand

·         Monitor: Check progress against plans, which may need modification on occasion. Monitor random calls to improve quality, minimize errors and track operative performance

·         Performance – Set and meet performance targets for efficiency and effectiveness.  Record, track and share statistics.  Review the performance of staff, identifying training needs and planning training sessions

·         Knowledge – Maintain up-to-date knowledge of the organization and the industry

·         Service - Handle the most complex customer complaints or inquiries

·         Retention – Coach, motivate and retain the best performers

·         Payroll – Complete all department payroll accurately and timely

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

EDUCATION/EXPERIENCE:

College degree required.  Five to ten years related management experience is a must – experience in a call center environment is desired.

COMPUTER SKILLS:

Microsoft Office – Excel/Word/PowerPoint/Outlook   (intermediate or advances skills only); Oracle knowledge a plus