Customer Service Team Manager

 



Job Description

Manage a team of 15-20 customer service associates and be responsible for the day to day supervision of the team. Monitors calls focusing on performance development, call handling statistics and service level adherence. Responsible for performance reviews to assess strengths and development needs providing feedback and opportunities for growth.  Coaches, trains and develops associates and may lead other center quality initiatives. Must be a good motivator and be able to guide and inspire customer service associates by creating enthusiasm, a feeling of investment, a desire to excel and foster associate engagement and satisfaction. Excellent communication skills required. Must be a team player who is self motivated, has a sense of urgency, looks for process improvements and has the ability to multi-task. May participate in data collection and simple analysis.  Applicants must have 1-2 years of management experience.
REQUIREMENTS


Commitment to meeting/exceeding goals, coaching for success, proven written and verbal communication skills with the ability to facilitate meetings with associates or management. Strong interpersonal skills when interacting with customers, associates and business partners. Proficient in Windows, Excel and Word. Be able to work independently and effectively as a team player. Must have the ability to work well under pressure and  have excellent time management, organizational and leadership skills.

 

 

Must have a mininum of 1 year management experience.

Second shift needed.