Team Manager - Customer Service  

I. SUMMARY

The Manager for Customer Service is responsible for directing the implementation of goals, objectives, policies, procedures and work standards for the assigned division. He / She provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints. This includes but not limited to:

• Provide strong coaching and excellent leadership by educating the customer service and vendor team.
• Overseeing the customer service department and ensuring the company delivers the highest level of customer service possible.
• Assists in the development and implementation of strategies and action plans to improve overall team performance.

II. CRITICAL FUNCTIONS

1. Oversees and Manages the Manila Support Team including Customer Service and Vendor Management

• Identify objectives, strategies and action plans to improve overall customer service.
• Monitors and directs daily operations to ensure that policies and procedures are being followed, that goals and objectives are met, and that services are being provided efficiently and effectively.
• Manages and assists in handling major incidents relating to client service.
• Daily Administration of their team
  • Proper scheduling (attendance/schedule adherence)
  • Workload distribution.
  • Queue Management.
  • Oversee staffing adjustments to obtain maximum productivity.
  • Assessment of individual and team performance.
  • Handles all disciplinary situations appropriately and in a timely fashion.

This includes proper documentation of all disciplinary matters.

2. Ensures Proper Customer Process

• Assists in the development and implementation of customer service policies for the organization.
• Develop ways to measure customer satisfaction and improve the quality of services provided.
• Analyzes transactions, creates timely return authorizations, ensures proper resolution and resolves all escalated issues.
• Engages to customer to ensure all important details are completed and ensure that expectations & Issues are properly addressed.

3. Progressive Coaching for Team Members

• Conducts end-to-end team member trainings / coaching and provides feedback to agents.
• Develop and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the department as a whole.
• Develop and enforce best practices to ensure operational efficiency.
• Driving attainment of metrics and goal performance for direct reports.
• Identify areas of improvements and concerns and accordingly develop action plans.

4. Interfaces effectively with the companies inter and intra departmental teams.

• Effectively communicates to both Manila & Miami team.
• Holds regular meeting with staff.
• Ensures that strong business relationship are developed within all internal teams.

1. Education/Training:

• College Graduate preferably a Bachelor of Science in Commerce Business or related field.

2. Background/Experience:

• 2-4 years in a Management Role preferred.
• Prior experience in a BPO organization is a plus.
• 4 plus years functional experience in customer service, including the TL and supervisory
• Working knowledge of customer service software, databases and tools is a plus.

3. Skillset required:

• Order/Project Management.
• Customer Service Oriented.
• Working knowledge of Sales Systems.
• Understanding of basic P&L concepts.
• Skill in leadership both oral and written communication.
• Knowledgeable in Microsoft Office.

Ability to:

• Time Management for self and others.
• Managing and Understanding the business.
• See the business as a whole.
• Change Management.
• Problem-solving and analytical skills.