What are the responsibilities and job description for the Customer Service Manager position at Coforge?
Job Title : Customer Service Operation Manager
Skills : Operation Sales Manager, Call Center, Contact Center, Team management, Training, Sales strategy, Quality assurance system
Experience : 8 Yrs
Job Location : South Charleston, WV
FTE / Onsite
We at Coforge are hiring Customer Service Operation Manager with the following skillset :
- Ability to create a healthy competitive working environment.
- Strong employee development skills, helping employees optimize their potential.
- Expertise in developing large teams in a contact center environment Up to 150 agents and 10 TLs.
- Leads client sales & saves strategy implementation ensuring all terms and conditions of the related contract(s) are achieved.
- Must have strong team building and leadership skills in a contact center environment.
- Key contributor in training and training design.
- Ability to drive workforce compliance to process.
- Team player who understands the dynamics of a support role.
- Customer focused driver of high customer satisfaction.
- Must create a strong working relationship and be a trusted advisor to the client and Coforge.
- Data analysis to identify key issues and create strategic goal-based plans.
- Monitors and ensures budget profitability for assigned projects and provides periodic reporting as required by management.
- Maintains product and industry knowledge of assigned services to ensure highly skilled managerial leadership to staff.
- Collaborates with other Coforge leaders by integrating and engaging other Coforge business units or divisions when appropriate.
- Creates and plans strategies, actions and policies that directly or indirectly improve customer service, quality, resource, environment, etc.; ensures implementation when appropriate.
- Ensures that management, Customer Service personnel are properly qualified, trained and supervised to perform their assignments effectively and within defined financial and business objectives.
- Ensures compliance with the Quality Assurance System for all assigned engagements.
- Supports the implementation and ongoing maintenance of all company initiatives, policies, and programs, including but not limited to, quality, employee relations, compensation, and performance management.
- Leads in accordance with the Company Vision and Mission Statement.
- All other duties as assigned.
