Service Delivery Manager

6 days ago


Dallas, Texas, United States KPMG Full time
About the Role

KPMG is seeking a seasoned professional to fill the position of Manager, Customer Service. As a key member of our Dallas Accounting Service Center organization, you will be responsible for leading a team of customer service representatives and ensuring that our clients receive exceptional service.

Key Responsibilities
  • Customer Concern Resolution: Participate in the resolution of customer concerns and escalations, providing timely and effective solutions to ensure customer satisfaction.
  • Training and Development: Perform training needs assessments to identify areas for improvement in service delivery, and develop training programs to enhance the skills of customer service representatives.
  • Procedure Development: Develop and maintain customer service department procedures, ensuring that they are aligned with company policies and industry best practices.
  • Leadership and Performance Management: Provide direction to employees, monitor and evaluate staff performance, and make recommendations for improvement.
  • Communication and Collaboration: Frequently interact with supervisors and functional peer groups to ensure seamless communication and collaboration.
  • Reporting and Analysis: Provide regular reporting on call volumes, abandoned calls, and quality, identifying trends and areas for improvement.
Requirements
  • Experience: Minimum five years of recent experience in customer service, including supervisory experience.
  • Education: Bachelor's degree in accounting, finance, or a related field from an accredited college or university (strongly preferred).
  • Skills: Ability to determine and document system requirements, identify process improvements, and proficient with MS applications.
  • Preferred Qualifications: Knowledge of SAP functionality.

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