What are the responsibilities and job description for the Contact Center Customer Service Manager position at Global Connections to Employment?
Overview
About Global Connection to Employment
Global Connections to Employment (GCE) is a nationwide team providing jobs for people with significant disabilities, including our war-wounded veterans. Since its establishment in 1986, GCE has helped match team members to fulfilling careers, from custodial services to facilities maintenance and food services, plus other business lines in between. Working with customers from the U.S. military, commercial business and community partners – as well as federal, state and local governments – GCE is one of the country’s largest private employers of persons with disabilities. Learn more at GCE.org.
Overview
The Customer Service Manager (CSM) will provide leadership to a team comprised of Customer Service Supervisors, Correspondence, and Mail Intake staff to ensure contractual goals and objectives are met. This role involves setting and monitoring performance goals, handling customer escalations, implementing process improvements, and maintaining a positive work environment. The CSM will support GCE’s Mission of Helping People by supporting all staff including our Team Members with Disabilities.
GCE Benefits
At GCE, we recognize the importance of offering our team members a competitive and comprehensive benefits plan. In addition to offering voluntary benefits like medical, dental, and vision plans as well as voluntary products such as accident, hospital indemnity and critical illness, GCE also provides employer paid benefits, including Paid Time Off.
Role Requirements:
- Bachelor’s degree or appropriate combination of post-secondary education and 2-5 years customer service, leadership, and training experience in a call center environment preferred.
- Five (5) years of progressively responsible call center experience - at least 3 years’ experience as a manager preferred.
- Ability to handle escalated customer issues and employee performance concerns with a solutions-oriented approach.
- Strong Leadership and team management abilities, with a proven track record of motivating and developing staff.
- Excellent verbal and written communication skills to effectively interact with agents, supervisors, leadership, and customers.
- Passionate about delivering excellent customer service and continuously enhancing the customer experience.
- Proficiency using Microsoft systems, including Outlook, MS Excel, MS Word, MS Power Point, MS SharePoint, etc.
- U.S. Citizenship is required per government contract.
To Apply:
Interested applicants please visit https://gce.org/work-for-gce/overview/ and complete the on-line application. If you require additional assistance, please call Human Resources at 850-495-3512.
Global Connections to Employment, Inc. is an Equal Opportunity employer. Individuals with Disabilities and Veterans are encouraged to apply. Drug Free Workplace Employer, DRUG TESTING REQUIRED
