Customer Service Manager II
Job Summary
The Customer Service Manager has overall responsibility for the Customer Service Center's operations and employee leadership ensuring a high level of customer satisfaction, customer relations, performance and quality standards in Market Areas generating revenues greater than $400 million.
Essential Duties and Responsibilities include the following. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.
- Provides day-to-day management and support to customer service staff. Champion customer-centric culture inside and outside the call center cultivating an environment of trust, teamwork, and ownership.
- Responsible for the center's operational optimization through use of effective metrics for staffing, scheduling and call volume forecasting. Analyze department performance and proactively identify and implement strategies to improve quality of service, productivity and sales. Recognize performance trends, perform cause analysis and identify opportunities for improvement adjusting to meet set standards. Manage agents' scorecards and reviews with Customer Service Supervisors.
- Communicates and enforces company policies and procedures and develops and implements customer service performance standards.
- Determines training needs and establishes programs. Performs periodic training quality assessments to ensure training standards are met. Coordinates training to ensure timely and consistent training delivery.
- Compiles all customer service reporting requirements. Develops and analyzes budgets, reports, and financial data.
- Submits reasonable budget information and analyzes data versus year-to-date data and prior year budget.
- Investigates and resolves escalated customer service inquiries.
- Participate and monitor Service Machine processes. Champion the Service Machine delivery methods
Supervisory Responsibilities
The highest level of supervisory skills required in this job is the management of supervisory employees. This includes:
- Direct supervision of 17 full-time employees including: call center supervisors and staff.
Oversees personnel needs of the customer service department including selecting, coaching, and training employees and evaluating employee performance. Provides input into termination, compensation, and promotion decisions.
· Review and evaluate supervisors' performance on a regular basis in accordance with guidelines as provided by the Human Resources department.
- Prepare and conduct all interviews for supervisors and trainer vacancies according to Waste Management hiring policies and procedures.
Work Environment
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
- Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc) most of the work day;
- Required to exert physical effort in handling objects less than 30 pounds rarely;
- Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc) rarely;
- Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely;
- Normal setting for this job is: office setting.
Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job.
A. Education and Experience
Required: Bachelor's Degree, or equivalent experience, in Sales/Marketing, Management, Business Administration or similar area of study, and seven or more years of previous experience with a minimum of two years supervisory or management experience in customer service.
Preferred: Master's Degree, or equivalent experience, in Sales/Marketing, Management, Business Administration or similar area of study, and seven to ten years previous experience including a minimum of two years supervisory or management experience in customer service.
B. Certificates, Licenses, Registrations or Other Requirements
None required.
C. Other Knowledge, Skills or Abilities Required
- Call center or customer service experience and supervisory/management skills required
- Strong knowledge of customer satisfaction drivers and strategic planning to achieve desired business results
- Excellent skills in organization, analytical, prioritization, time management and handling multiple tasks and priorities
- Excellent oral and written communications skills
- Self-starter who possesses the ability to work cooperatively with a tam of customer service providers and other members of the management team
- Experienced and skilled at effectively providing and receiving constructive feedback
- Effective facilitative leadership skills and experience leading focused teams
- Very good understanding of business processes, tools and techniques required to develop an engaged customer and employee environment
