National Customer Service Manager

The National Customer Service Manager position supports customer service activities across multiple sites by directing and overseeing team members and resolving customer questions or complaints. Duties include consistent delivery of quality support, maintaining the professional health of your team, and sharing customer insights with the company. The ideal candidate is metrics-driven, but appreciates the personal touch of excellent service. They will thrive in a demanding, fast paced environment and have the opportunity to show workflow creativity to implement solutions.

Key Role Responsibilities

• Provide day-to-day supervision of 12-15 team members on their daily work using performance metrics and company processes to ensure team members are performing in-line with company standards across multiple locations remotely
• Coach team members in areas that include training and development, communication, enforcement of company policies and procedures, performance evaluation, and occasional written documentation of team member performance issues.
• Document 1:1s and hold direct reports accountable for attendance and performance expectations
• Maintain Contact Center CPH (Calls Per Hours) and EPH (Emails Per Hour) metrics for individual employees and overall group
• Create and maintain call forecasting data to determine future hiring and scheduling needs
• Maintain weekly schedule to ensure adequate intraday phone and email coverage
• Monitor queue SLA performance & schedules, making intraday adjustments as needed
• Handle escalated calls, complaints, questions, and queries as necessary
• Answer Client questions over phone & email about a variety of topics including program eligibility and PCs for People services as needed
• Interface and engage with direct reports to assist with answering questions, guidance, and supervision.
• Design and present work improvement and direct report developmental opportunities that promote individual, team, department, and company growth
• Improve the Client experience by understanding and focusing on what’s important, measuring results and driving the necessary actions to improve
• Assist with individual and small group PCs for People projects
• Know and enforce the policies and procedures of the CS team
• Assist in other tasks as needed

Desired Skills/Qualifications

• High School Diploma or equivalent
• 2 years of experience in a team leadership or relevant supervisory role including coaching and performance management
• Excellent verbal communication skills both written and oral
• Excellent interpersonal and customer service skills
• Basic understanding of administrative and clerical procedures and systems
• Interest in computers, internet, people, and technology
• Passion for making a positive impact in the community
• Possess the ability to have grace when working under pressure
• Enjoys working with a wide variety of people in many different situations
• Self-directed, self-motivated, strong analytical thinker, and requires minimal supervision