Customer Service Manager

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Project Management:• Identifying customer impacting issues, working out and implementing solutions and process impr...

  • Category: Customer Service
  • Published: 12/02/2015
  • Current Rating: /5 0 Vote


    Project Management:

    • Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate.
    • Assist in developing and implementing training programs to improve the quality and productivity of the team.
    • Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures.
    • Development, analysis and improvement of new strategies and procedures. The CS Manager will have the ability to develop, plan, and implement short- and long-term goals.
    • Independently build relationship with Cross functional teams to enable skill/ team performance and improve customer experience

    People Management:

    • Leading and developing a team of 25-30 associates; responsible for the overall direction, performance management, coordination and evaluation of the team and responsible for driving process improvements not only in respective teams but across skill.
    • Lead and drive the continuous improvement culture through kaizen and lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality.
    • Carrying out supervisory responsibilities in accordance with CLIENTs policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
    • Mentoring and act as a resource to new managers and expedite their learning curve also devise action plan to develop and groom team leads into future CS Managers
    • Leading Site level initiatives , Primary owner of functional responsibilities that impact overall site like Performance Related Pay, transportation etc and may require interface with other sites in network
    • Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken
    • Expected to be 2nd in line to the Operations managers and at times might be required to perform delegated duties of operations managers
    • Develop and Achieve performance goals and objectives in line with the network wide vision and goals.

    Knowledge & Skills Required
    • Demonstrated ability to build, develop, direct, and manage a group of people
    • Ability to support Business and provide solutions to customer pain points
    • Ability to handle complex and ambiguous scenarios
    • Ability to organize, prioritize and schedule work assignments
    • Ability to make administrative and procedural decisions
    • Proven ability to manage reporting and analysis
    • Demonstrated passion for delivering a positive customer experience, and maintain composure in difficult situations
    • Ability to effectively and efficiently complete difficult goals or assignments
    • Can adapt well to changing circumstances, direction, and strategy
    • Strong interpersonal and communication skills
    • Confident in using Microsoft Package (especially Excel)
    • Fluent English skills are required for this role
    • Knowledge of Six Sigma/Lean Processes
    • Project Management
    • Direct experience in Contact Center Operations (Customer Service, Sales, or Collections)
    • Exceptional skills in data manipulation and analysis
    • Ability and desire to relocate to take advantage of future growth opportunities

    Position Qualifications:

    • Bachelors degree
    • Experience Range: 5 - 14 Years
    • An MBA is a huge plus
    • 5 plus years of relevant supervisory experience.
    • Advanced computer skills using a variety of programs highly desired
    • 24/7/365 availability, including willingness to work on weekends, and outside of the "standard" work day

    Phone Number : 02060504478
    Website URL :

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