Position: Customer Service Manager (CSM)
Department: Operations
Reports To: Director of Operations (OD)
Responsibilities
- Coach on a consistent basis utilizing the Continue, Stop, Start concept
- Maintain accurate and timely documentation
- Lead and supervise a team of Customer Service Supervisors (CSS) to achieve defined performance goals and to continually improve quality standards.
- Remain updated on information related to products, services, policies and promotions to ensure accurate information is conveyed to the Supervisors
- Provide timely assistance to all Supervisors requesting help
- Provide proactive assistance to Supervisors struggling with CAE performance and or coaching sessions
- Effectively communicate, training opportunities, broken processes and counter productive trends to Site Leadership on a consistent basis
- Ensure that sales goals are met through consistent monitoring and feedback, continual focus and ensuring that Supervisors are updated on all promotions (daily, weekly
and monthly basis).
- Monitor attendance daily to ensure Supervisor –CAE compliance to policies
- Maintain a professional image in every interaction
- Act as a role model and leader at all times
- Treat every Supervisor – CAE fairly, with respect and dignity always
- Avoid favoritism by treating every employee equitably
- Spend 20% of your time observing Supervisor –CAE coaching sessions providing real time coaching and assistance
- Utilize tools and reports to assist in managing coaching and developing Supervisors
- Ensure Supervisors have the necessary skills and use the correct processes and procedures in handling their CAE’s
- Ensure and own the correct roll-out and deployment of new policies, processes and internal programs
- Facilitate regular team meetings with your Supervisors and fellow Managers. Supervisor huddles should also happen on a daily basis.
- Coach, track and document all CAE escalations.
- Complete and deliver 90-day performance reviews in a timely manner.
- Provide initial analysis for responses to each of your CAE’s Corporate Escalations.
- Manage by Walking Around, offer real time assistance
- Maintain a pleasant and upbeat demeanor at all times when on the call center floor
- Set an example as it relates to professionalism, attendance, attitude, customer interaction and attire
- Develop relationship with supporting departments, provide consistent communication and feedback
- Create a team environment with colleagues
- Treat all Supervisor –CAE interactions with the highest level of confidentiality and professionalism
- Ensure timely response to all emails
- Use strong decision making ability and tactful delivery methods during interactions with employees at all levels
- Assist in making hiring decisions, including interviewing and proving constructive unbiased recommendations
- Must be flexible and able to work nights and weekends
- Must be able to work holidays if required
Job Requirements
- Degree in management or equivalent work experience
- Minimum two years related experience in customer service field
- 6 months Supervisory experience with Clear Harbor preferred
- Outstanding verbal and written communications skills
- Flexibility and the ability to work well under deadlines
- Friendly, professional manner with strong telephone skills and etiquette
- Strong leadership skills
- Ability to work in a fast-paced environment
- Ability to multi-task, set priorities, work independently and meet deadlines
- Exceptional attention to detail
- Professional personal appearance
- Punctuality and schedule adherence
- Former employment records must reflect that candidate is in good standing
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