Job Title:                                               Customer Service Manager

International Masters Publishers (IMP) is a global leader in direct marketing and continuity publishing with a 25 year history in the United States specializing in high-quality products that inform, entertain and inspire. With millions of active customers in more than 25 countries, IMP creates and markets products that appeal to the collector and the enthusiast. Our continuity series cover a wide spectrum of interest areas, ranging from recipe cards and do-it-yourself projects to home PCs and classical music. IMP constantly strives to bring new and innovative products to the marketplace.

In Spring of 2008 IMP launched into the Brazilian Market and we are looking for dynamic individuals with an entrepreneurial spirit.

Job Description:

The Customer Service Manager is responsible for the selection and management of all outside vendors to ensure that we are receiving high quality and cost efficient services.  Maintain day-to-day contact with vendors and conduct auditing to ensure that optimum quality and efficiency levels are being reached which includes ensuring that key metrics are being met.  Additionally, responsible for the development and implementation of procedures, methods, and information systems to support the timely and accurate resolution of incoming and outgoing customer contacts while minimizing labor expenses and maximizing profitability of the Contact Center.

Responsibilities will include budgeting, contact forecasting and reporting, quality and service level compliance and quality assurance. This individual will be expected to drive process solutions and have strong project management skills. Individual needs to be fluent in Portuguese and able to travel to our call center in Brazil approximately one week per month..

Role Objectives:

·         Vendor Selection and Management - Review current and potentially new vendors to ensure that we are receiving high-quality, cost-efficient service.

·         Timely and accurate planning with key suppliers and maintain reporting systems to monitor supplier performance.

·         Establish clear communication guidelines between vendors and respective Contact Center management.  Act as a troubleshooter for any vendor operational issues.

·         Implement and develop auditing and quality assurance procedures for all outside vendors through monitoring, auditing and communication routines.

·         Develop staff to build successful teams, manage contact volume, ensure customer satisfaction and enhance customer retention. 

·         Train and support Contact Center staff to be a cohesive and productive team by incorporating concepts of teamwork, cross-training, and empowerment.

·         Work with Contact Center management team to manage all contact volumes.  Implement productivity improvement strategies for the Contact Center Team.

·         Oversee that optimum labor levels are maintained in correlation with volumes via forecasting techniques.  Recommend changes in staffing as needed to maintain service levels.

·         Establish the accurate implementation of sales and marketing programs, maintaining consistent service and quality levels.

·         Manage the identification of the Contact Center's training needs, development of effective curriculum and additional training, by hands on proprietary production system expertise.

·         Maintain reporting systems and ensure distribution of specified reports to various departments and work groups within IMP on scheduled dates and times.

·         Proactively work with all departments of IMP to support Contact Center staff to confirm that customer needs are met.

·         Hold regular meetings to communicate new information related to products, procedures, customer needs, issues, changes or actions.

·         Monitor all contacts to observe technical accuracy and conformity to IMP policies and procedures.

·         Prepare and analyze statistical reports on regular basis and provide feedback to management about trends and changes that may impact customers, services or marketing plans.

·         Respond to and evaluate customer escalations and complaints.  Including regular monitoring of complaint calls and quality assurance of customer complaints to ensure conforming to IMP policies and procedures.

·         Perform special projects as assigned by the company.

Job Requirements Specification:

Education: Bachelor’s degree.

Experience: 5-7 years experience in Customer Service with at least two years previous management experience and lead role in establishing and maintaining vendor relations and service levels.

Language: Must be fluent in Portuguese

Skills:

• Demonstrated  leadership in call center environment
• Strong attention to detail and operational workflow dynamics to effectively track and analyze operation
• Strong, demonstrated leadership and Project Management skills with the ability to plan, adhere to timelines, meet deadlines, and utilize resources to execute tasks
• Excellent communication skills, ability to communicate at all levels of the organization in addition to responding to customer escalations
• Commitment to continuous process improvement initiatives
• Highly motivated and high level of initiative; inspires confidence to work independently and in support of company goals and business objectives
• Ability to build relationships and work across a multi-product line organization

• Knowledge of ACD operations management
• Self-motivated, analytical, quick learner, organized, ability to multi-task
• Ability to question the norm and react quickly to problems in a creative way
• Experienced negotiator
• Strong computer skills (MS Excel, Word, PowerPoint, Project, Visio)

Interested and qualified candidates should forward their resume, including salary requirements to hrimp-usa.com@imponline.com .  We thank all that apply, but only those candidates who meet the position requirements will be contacted. No phone calls, faxes or mail accepted. IMP, Inc. is an EEO/ADA employer.