Miami - Customer Services Director

1 week ago

Miami, Florida, United States thebigword Full time

About the Role

We are seeking a dynamic Customer Services Manager to lead our high-performing team in Miami. As a leader in the team, you will manage and elevate the team's performance through meaningful appraisals, goal setting, and identifying and nurturing development opportunities. You will maintain robust communication within the team and provide empowering coaching to foster a cohesive and high-performing environment.

Key Responsibilities

  • Build strong relationships with our interpreters, nurturing loyalty and commitment.
  • Lead, coach, and retain a high-performing team by ensuring maximum engagement and minimal attrition.
  • Implement retention strategies and support continuous learning for team members.
  • Monitor and exceed key client/business SLAs: Implementing proactive strategies for success.
  • Set and track team KPIs and individual objectives: Conducting impactful meetings for capacity development.
  • Support with recruitment and new hires' induction and work with HR to source the best talent available.
  • Manage daily workloads based on client needs: Address queries effectively.
  • Drive improvements in service delivery, satisfaction, revenue, and margins: Collaborate with stakeholders and cross-functional teams to drive revenue and margin growth.
  • Engage actively in client meetings: Delivering strong resolutions and fostering lasting partnerships.

Requirements

  • Impact-driven, with excellent communication and listening skills.
  • Proactively tackle challenges, showcasing a desire to understand and resolve issues.
  • Resilient team player, eager to celebrate successes and promote best practices.
  • Driven by passion and commitment, aiming high to achieve targets while staying resilient and accountable.
  • Previous management experience and stakeholder management skills.
  • Comfortable with numerical data, possessing intermediate Excel skills.
  • Experience in Customer Service Management or the language services sector is a plus.

Perks and Benefits

  • 24/7 Office Access – Enjoy round-the-clock access to a workspace that's ready when you are.
  • Breakfast to Jumpstart Your Day – Fuel your mornings with a delicious breakfast.
  • All-Day Snacks & Beverages – Satisfy those midday cravings with a variety of snacks and keep refreshed with free tea and coffee all day long.
  • High-Speed Wi-Fi – Stay connected and power through your tasks with reliable, fast internet access.
  • Wellness Room – Take a break and recharge in our tranquil wellness room, designed for relaxation and mindfulness.
  • Onsite Events – Connect with colleagues, learn, and have fun at our regular onsite events, fostering community and collaboration.
  • Free Parking – Enjoy the convenience of hassle-free parking at the nearby mall.
  • Fully-Equipped Kitchen Area – Whip up a quick meal or snack in our kitchen area, stocked with everything you need to feel at home.

What We Offer

  • Generous Paid Time Off (PTO) that increases with length of service.
  • Employee Assistance Program – 24-hour mental health support to help our team members live happier, healthier lives.
  • Qualifications & Development Opportunities – Access a wide range of online courses to enhance your personal hobbies and interests.
  • Long-Service Awards, Wedding & New Baby Gifts.
  • Up to 2 Paid Volunteer Days – Take time off to give back to your local community, or a cause close to your heart.
  • Equality, Diversity & Inclusion Committee, CSR Committee, and Wellbeing Committee – Cementing our dedication to being an equal opportunities employer.
  • Medical, Dental & Vision Insurance – Comprehensive coverage to support your health and well-being.

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