Customer Service Manager

5 - 7 years experience  •  Telecommunications.

Salary depends on experience
Posted on 10/13/17
Cincinnati, OH
5 - 7 years experience
Salary depends on experience
Posted on 10/13/17

The Manager of the Customer Care provides leadership and oversees the daily operations of the call center, supervisors and their teams. The incumbent ensures appropriate adherence to applicable center-wide policies, procedures and corporate initiatives. Manages activities related to the success of the call center through strategic alignments with Human Resources, Training, and Business Controls teams. Works independently with little or no supervision.

Actively and consistently support all efforts to simplify and enhance the customer experience.

Provide input on recruiting, hiring and development of Supervisors and Customer Support Reps.

Manage call answering/quality metrics for the Customer Support Rep group.

Utilize and monitor adherence to workforce management recommendations regarding weekly staffing.

Maintain open lines of communication between the call center and field service, insuring that information is shared in both direction and service issues are resolved promptly.

Ensure all Supervisors and Call Center Reps are trained on an ongoing basis.

Ensure a safe, non-threatening working environment for call center employees.

Conduct regular performance reviews for Supervisors and ensure completion of performance reviews for all Customer Support Reps.

Provide regular reporting of key performance initiatives to the Vice President of Call Center Operations.

Plan and implement process improvement initiatives for customer support, cost reduction, customer satisfaction, and transitional selling.

Ensure all call center operational tools are effective on an ongoing basis, including desktop configurations, call routing/handling, CSG (ACSR) access, etc.

Monitor the use of call center facilities to ensure effective upkeep and maintenance.

Develop standard reports/presentations on the effectiveness and productivity of the Customer Support Rep group.

Perform other duties as assigned.

Skills/Abilities and Knowledge
Ability to read, write, speak and understand English.
Ability to prioritize, organize and multitask effectively.
Strong analytical and problem-solving skills.
Ability to establish and manage effective relationships at all levels.
Capacity to show sound judgment in accomplishing specified job duties.
Ability to handle customer inquiries in a professional and efficient manner.
Excellent interpersonal skills with emphasis on verbal/written communication, including the ability to present performance feedback effectively.
Excellent presentation skills with small- to medium-sized groups.
Proficiency with PCs and Microsoft Office Suite.
Ability to perform analysis using moderately complex databases.
Demonstrated willingness to assist customers and enthusiasm to learn and adapt to change.
Ability to absorb pertinent information within a reasonable period of time.
Thorough knowledge of operational components related to processes, procedures and call handling tools.

Completion of pre-employment and weekly training assessments.
Experience training supervisors in a call center environment.

Related Work Experience
5 year’s experience at a representative or higher level working in a comprehensive call center operation.
Experience training supervisors in a call center environment.
Experience handling inbound calls in a highly dynamic and fast-paced call center environment.

Skills/Abilities and Knowledge
Ability to effectively organize teams to complete common objectives and respond rapidly to shifting priorities.

Bachelor’s degree.

Related Work Experience
Experience in the telecommunications industry.


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