Customer Service Manager
1 month ago
Job Summary: The Customer Support Manager will be responsible for overseeing the daily operations of the call center. This role involves managing a team of customer support representatives and ensuring the highest levels of customer satisfaction. The ideal candidate will have a strong background customer service, building/leading teams and implementing processes.
Key Responsibilities:
Team Management:
- Lead, coach, and mentor a team of customer support representatives.
- Conduct regular performance reviews and provide feedback to team members.
- Develop and implement training programs to enhance team skills and knowledge.
- Build CS teams
Operations Management:
- Monitor call center metrics and KPIs, and implement strategies to improve performance.
- Ensure compliance with company policies, procedures, and regulatory requirements.
Customer Experience:
- Ensure a high level of customer satisfaction by providing timely and effective support.
- Handle escalated customer issues and complaints, providing resolution and maintaining customer trust.
- Implement customer feedback mechanisms to continuously improve service quality.
Reporting and Analysis:
- Prepare and present regular reports on call center performance
- Analyze data to identify trends, areas for improvement, and opportunities for enhancing customer support and risk management.
Qualifications:
- Minimum of 5 years of experience in a customer support or call center environment, with at least 2 years in a supervisory or management role.
- Ability to build/lead teams and proven experience doing so
- Excellent leadership and team management skills.
- Exceptional communication and interpersonal skills.
- Ability to analyze data and make informed decisions.
- Proficiency in using call center software and customer relationship management (CRM) systems.
- Ability to work in a fast-paced and dynamic environment.
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