Customer Service Manager

Req131309

Position Purpose

The Contact Center Manager provides leadership to the centers operational workforce and is actively engaged in managing teams to drive effective operations, associate engagement, associate development, and excellent customer service. This role will drive exceptional service levels and operational improvements across the work groups. The Contact Center Manager provides direction and ongoing management of the center to include driving operational metrics, expense control, staffing, and quality. They are actively involved in building customer service enhancements and process improvements. They will develop operating plans for delivering excellent customer service while exceeding quality standards and performance metrics. They are also responsible for leading and directing strategic initiatives that enable the center to continue meeting/exceeding KPIs. Responsible for driving and maintaining elevated performance and profitability through lead performance, project work and technology enhancements to increase productivity. Must develop recommendations, prioritize issues and develop solutions by meeting and working with a diverse group of people. Acts as the point person for Contact Center Supervisors and acts as the primary point of contact in the Contact Center Sr. Manager absence.

Key Responsibilities

• 20% Customer Service - Maintain and report on service level standards; Provide actionable insight to business partners and Contact Center leadership on customer trends and opportunities to drive lead improvement
• 10% Develops Talent - Responsible for appropriate selection, termination, performance management, and professional development of staff
• 25% Drives Engagement - Provide effective leadership, associate development and engagement, and lead a team that drives Contact Center performance towards achievement of quality standards and performance metrics; Ensure priorities align with objectives and goals
• 25% Ensures Accountability - Aggressively identify and address performance deficiencies by developing and executing performance improvement plans, training and coaching strategies
• 20% Plans & Aligns - Analyze data to identify and implement process improvements which seek to increase associate efficiency and effectiveness; This may involve project work and technology improvements
  
  

Direct Manager/Direct Reports

• This position typically reports to Contact Center Sr. Manager
• This position has 3 Direct Reports
  
  

Travel Requirements

• No travel required.
  
  

Physical Requirements

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
  
  

Working Conditions

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
  
  

Minimum Qualifications

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
  
  

Preferred Qualifications

• Working knowledge of Microsoft Office Suite
• Working knowledge of Tableau
• Working knowledge of presentation software (e.g., Microsoft PowerPoint)
• Working knowledge of HRIS software (e.g., IBM Kenexa, PeopleFluent, Tesseract)
• Demonstrated ability to collaborate and work effectively with cross-functional teams
• Demonstrated project management skills
• Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers
• Excellent written and verbal communication skills
• 2 years of previous leadership experience
  
  

Minimum Education

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
  
  

Preferred Education

• No additional education
  
  

Minimum Years Of Work Experience

• 2
  
  

Preferred Years Of Work Experience

• No additional years of experience
  
  

Minimum Leadership Experience

• None
  
  

Preferred Leadership Experience

• None
  
  

Certifications

• None
  
  

Competencies

• Decision Quality
• Collaborates
• Drives Engagement
• Ensures Accountability
• Plans and Aligns
• Communicates Effectively
• Customer Focus
• Develops Talent
• Drives Results
• Manages Conflict