Manager, Customer Service

Summary 

In this role, you will take the initiative and be the driving force behind our call center's productivity, satisfaction, performance and productivity. Your objective is to ensure that all call center staff are appropriately scheduled, spending their time working, and working on what's most valuable at any given time. In doing so, you are helping the staff become successful in their role. This includes reporting on and analyzing key performance data regarding call volumes, internal chat, emails, response times, and staff on hand and making decisions and providing directives to fully maximize team productivity, sales opportunities and to wow our wonderful customers. 

Essential Duties and Responsibilities 

• Creating challenging goals to drive performance and achieve business outcomes
• Creating a culture that fuels continuous employee engagement and career development, driving an improved customer experience and work output
• Work with our training director to ensure we are always developing the staff
• Assisting with the recruiting department on staffing, training, and scheduling of personnel
• Provides strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call
• Works with Quality Assurance (QA) to develop, implement and maintains effective internal and external QA programs fostering continuous improvement
• Virtually meet with remote employees to review daily production and performance results and addresses successes and developmental opportunities
• Develops, evaluates and manages inbound and outbound call processes and process flows.
• Adjusts strategies where required to account for trending and/or for new programs.
• Leverage and analyze Departmental Key Performance (KPI) metrics to identify operational opportunities. Lead the development, communication, implementation, and post analysis of programs and incentives based upon the analysis.
• Translates strategic priorities into operational reality; aligns communication, accountabilities, resource capabilities, internal processes and ongoing measurement systems to ensure that strategic priorities yield measurable and sustainable results.
• Identifies, champions and facilitates the implementation of new initiatives that will improve the customer experience and employee satisfaction relative to delivery of quality service.
• Communicates customer concerns, customer understanding/experience with marketing programs, sales opportunities, implementations, and related issues within the Customer Care team, and the rest of the organization; manage by being available to Customer Service Team.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

• Ensure traffic manager is effectively monitoring queues, keeping coaches and agents aware of inbound calls, calls waiting, abandonment rate, etc. as well as schedule adherence/requirements
• Builds a Customer Care team that has the ability and resources to achieve customer loyalty, revenue and operational efficiency goals
• Coaches, develops and manages the performance of Customer Service Team and takes action to ensure all employees are coached, developed and motivated to achieve results.
• Implements call center operational strategies by conducting needs assessments, performance reviews, capacity planning, establishing productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Develop contests, awards and themes that increase agents' loyalty, engagement and focus.
• Take overflow calls if necessary and ensure calls are answered in a timely manner

Education and Experience 

• High School Diploma or equivalent
• 5 years of call center agent experience 
• 5 years of management experience in a high call volume sales role or equivalent

Skills 

• Successful leadership experience with a maniacal approach to dealer, lender, and customer satisfaction.  Dedicated to understanding and meeting stakeholder needs, both inside and outside the company.
• Strong decision-making and problem-solving skills, to include unfavorable situations. 
• Innovative thinking with ability to mobilize ideas into action.
• Proven ability to lead and adjust approaches based on KPIs.
• Demonstrated ability to identify, develop, and implement process improvements.
• Excellent managerial and leadership skills with the capacity to motivate, influence, and execute outcomes with an indirect team in multiple locations.
• Must be able to simultaneously manage multiple tasks of varying complexity, priority, and ambiguity.

• Must possess strong verbal and written communication skills including the ability to share complex, technical topics clearly, concisely, effectively, and professionally.
• Proven ability to effectively influence at all levels of the organization.
• Must be highly analytical, process oriented, collaborative, and creative.
• Demonstrated ability to manage in ambiguity and demonstrate grit and perseverance in unfavorable conditions while maintaining a professional approach.
• Must be intrinsically motivated (cannot require constant support/supervision).

Physical Demands 

While performing the duties of this job, the employee is regularly required to type and look at a computer screen for long periods of the day while wearing a headset. The employee must be able to sit for long periods of the day as well. Occasional travel, including overnight, will be required around 20%.  

Qualifications 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.  

Note 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.