Customer Service Manager
3 weeks ago
Hybrid working 3 days office - 2 days remote Monday - Friday
This position will lead a team of Customer Care Supervisors and Representatives and help maintain an effective, efficient, and productive department. The Customer Care staff is responsible for supporting members, partners and internal customers with their service needs. This position is accountable for resolving problems and complaints, monitor call centre representative performance, analyze reports, and monitor/prepare schedules to control adequate staffing level.
We are looking for a real leader, strategic and dynamic with experience of developing talent and leading from the front.
* Organize and direct the daily functions, vision and strategy of the Contact Centre employees
* Provide individual and team coaching/training to promote and encourage the skills needed to proactively provide consultative and educational information to members; regarding products, services and promotions in a manner that will increase overall customer satisfaction and enhance member retention.
* Create a cohesive team that understands our company vision and lead the group to deliver excellent service and profitability
* Analyze, identify root cause, and develop action plans to maximize customer satisfaction.
* Identify trends in inbound volumes and contact flows, to leverage efficiency opportunities.
* Hire, develop and retain staff to support a growing Customer Service Team.
* Direct and supervise the relationships between Customer Care and other partners to establish effective and efficient communications/workflows and to develop an optimum working partnership that results in exceptional service to members, internal customers and employees.
* Provide senior management with suggestions, statistics, and general data; support process improvements that will generate additional revenue, lower servicing costs and improve overall customer service.
* Define performance expectations; establish goals and standards, write performance evaluations, conduct feedback sessions and initiate progressive corrective action as needed.
Person specification:
5 years Customer Service experience at a Managerial level
Experience of leading Multi-lingual teams
German language skills a plus but not essential
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