Customer Service Program Manager Job in Troy 48083, Michigan Us
Customer Service Program Manager
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Position Description:
SUMMARY:
Reporting to the Manager of Customer Service, the Customer Service Program Manager will assist in ensuring the call center vendor(s) executes Entertainment's programs as mutually agreed upon. This person will be the day to day liaison with the call center and EP's Lines of Business assisting both parties with program performance analysis. Utilizes the analysis to identify gaps in process and policy and make improvements when necessary. Development and implementation of all training materials and programs now and ongoing.
ESSENTIAL FUNCTIONS:
1. Work closely with the Manager of Customer Service, Lines of Business and Business Solutions Project Manager to ensure EP programs are executed according to business and system(s) requirements.
2. Ensure call center is operating efficiently, meeting/exceeding all quality and service level goals. Drive action plan(s) to ensure consistency through seasonal business model and work with vendor on course correction.
3. Act as Subject Matter Expert to the internal Lines of Business and other internal departments, and to provide guidance, answer questions and ensure follow up on business initiatives to make sure customer experience is advocated.
4. Calibrate with call center vendor on agent's phone and email performance to guarantee consistency and keep them focused on achieving key priorities on a weekly, monthly, and annual basis.
5. Monitor call center sales conversion metrics as well as determine course correction and areas for improvement. Assist call center vender with developing targeted scripting and processes that support meeting and exceeding sales goals by campaign and overall.
6. Compile, document and present statistics and analysis during business reviews.
7. Research, recommend, and propose solutions to improve email performance, reduce cost, and streamline processes to improve the overall efficiency of EP programs.
8. Analyze reports to determine and gauge metrics, conversion rates, trends, potential issues, and forecasts.
9. Stay current on call center technologies and develop and assist in implementing solutions as necessary.
10. Create documented training and process flows, update as necessary and provide guidance on Customer Service systems, procedures, and controls in adherence with prescribed corporate and division policies.
11. Foster, promote and contribute to a positive team environment throughout the company.
NON-ESSENTIAL FUNCTIONS:
- All other projects and duties as assigned.
QUALIFICATIONS:
- BA/BS or equivalent experience required.
- Minimum of 3-5 years project management experience.
- Minimum of 3-5 years call center or hospitality customer service experience.
- Minimum of 3-5 years direct or indirect experience in a sales environment.
- Excellent proven organizational, time-management and multi-tasking skills.
- Knowledge of MS Word, MS Excel, MS PowerPoint, e-mail systems and Internet search engines.
- Solid verbal, interpersonal, and written communication skills, able to prepare and conduct classroom training presentations.
- Strong analytical, problem-solving and judgment skills.
- Demonstrated ability to self-motivate, guide teams, work in teams and be flexible within a fast-paced and changing environment.
- Ability to juggle a variety of tasks with changing priorities
- Experience supporting internal and external customers and resolving issues via telephone.
- Possess a customer service focus
- Ability to travel up to 30%. Various means of travel will be required, including travel by air.
To Apply Visit Entertainment Publications
Qualifications:
- BA/BS or equivalent experience required.
- Minimum of 3-5 years project management experience.
- Minimum of 3-5 years call center or hospitality customer service experience.
- Minimum of 3-5 years direct or indirect experience in a sales environment.
- Excellent proven organizational, time-management and multi-tasking skills.
- Knowledge of MS Word, MS Excel, MS PowerPoint, e-mail systems and Internet search engines.
- Solid verbal, interpersonal, and written communication skills, able to prepare and conduct classroom training presentations.
- Strong analytical, problem-solving and judgment skills.
- Demonstrated ability to self-motivate, guide teams, work in teams and be flexible within a fast-paced and changing environment.
- Ability to juggle a variety of tasks with changing priorities
- Experience supporting internal and external customers and resolving issues via telephone.
- Possess a customer service focus
- Ability to travel up to 30%. Various means of travel will be required, including travel by air.