**R0018039**

**Manager, Technical Customer Service**

**Kennesaw, GA or Wichita, KS**

The **Manager, Technical Customer Service** will be responsible for leading day-to-day operations for Customer Service and will also act as a point of escalation for customers. The manager plans and directs product/technical support services and staff to provide quality support to all users seeking assistance with product usage. They will ensure reps have proper training and team is adequately staffed to meet all Service Excellence KPIs.

This person will also drive process improvement and self-service initiatives as well as make recommendations or makes decisions about new or modified support services to help improve overall customer experience. Oversees the development of policies, procedures, and service standards. Implements methods to measure departmental productivity and performance. Additional responsibility includes management of a sub-team of Customer Service reps dedicated to handling escalations from Sales reps.

******This position can be based in Kennesaw, GA (preferred), or Wichita, KS.***

**ESSENTIAL DUTIES AND RESPONSIBILITIES**

* Working closely with the training team, develop a full training program for new and existing services reps. Document procedures and best practices to facilitate ongoing enhancements to training program.

* Monitor team and individual workload and adjust if needed taking full responsibility for quality of the teams work.

* Build and manage a team of Customer Service representatives dedicated to support customer issues.

* Manage local company-budget as well as remote on-shore and off-shore customer service staff.

* Analyze team productivity and efficiency and make decisions on how to improve customer satisfaction and retention.

* Mentor and develop customer service agents and nurture an environment where every team member can excel as a problem solver and is empowered to own customer engagement and service.

Ensure that established standards and protocols are followed by employees.

* Perform duties related to hiring, firing, performance reviews and pay reviews of employees.

* Identify, recommend, implement and revise business processes and policies necessary to provide and promote excellent customer service.

* Participate in cross-functional projects that will help scale the business and streamline customer service.

* Seek regular feedback from internal and external customers and peers on strategy, process, and system improvements to develop proactive solutions.

* Provide executive summaries and reporting on any related business activity.

* Respond to issues escalated from both external and internal customers to ensure timely and satisfactory resolution.

* Responsible for Intra- and inter-departmental coordination to ensure completion of assigned tasks.

* Drive departmental results.

* Compile data from different sources and analyze. Identify and document trends regarding reoccurring issues

* Oversee customer issues and ensure effective and long-term problem resolution.

* Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.

**QUALIFICATIONS**

**Education:**

* Bachelor's Degree preferred, or equivalent relevant experience.

**Required Experience:**

5 years of experience in managing customer service teams including:

* Experience coaching and leading a team, managing multiple concurrent projects, and collaborating across multiple internal teams

* Demonstrated ability to manage effectively, set team goals, develop people to their highest levels of performance, and manage through challenging situations

* Performance management of large teams, creating and implementing policy, mentoring and coaching, as well as stakeholder manager and communications about high visibility and time sensitive issues

The above statements are intended to describe the general nature and level of work performed by employees assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and qualifications as these may vary depending on location and line of business. The specific requirements may differ due to local or regional differences.

**Travel requirements:** 5%

**Physical Demands** : normal office environment

location2 Locationslocation2 Locationslocation2 Locations**The Power of Purpose**

Wolters Kluwer reported 2020 annual revenues of 4.6 billion, employs over 19,000 people worldwide and maintains operations in over 40 countries. The company is headquartered in Alphen aan den Rijn, the Netherlands. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices.

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