Customer Service Manager
7 days ago
Job Summary
At YoungWilliams, we are seeking a highly skilled and experienced Supervisor to join our team. As a key member of our leadership team, the Supervisor will be responsible for providing guidance and direction to a team of Customer Service Representatives, ensuring that our high standards of customer service are consistently met.
Key Responsibilities
- Provide daily supervision, training, and work direction to staff, ensuring that they have the necessary skills and knowledge to perform their duties effectively.
- Develop and implement strategies to improve customer satisfaction and contract performance, working closely with the management team to achieve our goals.
- Conduct ongoing training and evaluation of individual performance, providing coaching and feedback to help staff improve their skills and knowledge.
- Collaborate with management to develop policies and procedures for daily operations, ensuring that our processes are efficient and effective.
- Monitor and analyze productivity and quality metrics, identifying areas for improvement and implementing solutions to address any issues.
- Proactively identify and implement solutions to current and long-term issues, ensuring that our operations are running smoothly and efficiently.
- Provide performance coaching to associates, detailing areas of success and opportunities for improvement.
- Develop and maintain tools to assist the management team in report generation, ensuring that we have the necessary data to make informed decisions.
Requirements
We are looking for a highly skilled and experienced Supervisor who has a proven track record of success in a similar role. The ideal candidate will have:
At least one year of customer service or call center experience, preferably in a leadership role.Experience performing related work responsibilities, such as training and development, performance management, and process improvement.Excellent interpersonal, written, and oral communication skills, with the ability to communicate effectively with staff, management, and customers.Highly developed problem resolution skills, with the ability to analyze complex issues and develop effective solutions.Experience working in a team environment, as well as an autonomous contributor, with the ability to work effectively in a fast-paced environment.-
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