Customer Service Manager

Indianapolis, IN | Operations

Job Description

My client is the leader in mobile technology and transportation logistics best practices. The company is in a billion dollar industry and has proven its model.

The Customer Service Manager is a key role in the organization--you will set the tone for the companies presence in the Indianapolis market. You are a strong people leader and care deeply about building a positive culture. The ideal candidate has entrepreneurial sprit and possesses driving ambition to achieve and maintain service excellence.

Traits:

  • Demonstrated experience building high functioning happy teams
  • Data driven and proactively acts on insights in order to optimize the business
  • Vision, leadership, and motivational skills
  • Ability to plan, direct and delegate work to others
  • Organizational and time management skills
  • Excellent oral and written communication skills
  • IT savvy
  • Solid understanding of computer basics (Windows, Microsoft Office, Outlook, and Internet Technologies).

Core Responsibilities:

  • Responsible for the department’s quality of service through direct supervision of the Customer Service Specialists
  • Promotes professionalism throughout the workplace and enforces company policies and procedures
  • Promotes cooperation among team members to achieve ongoing performance improvement in support of organizational goals
  • Conducts employee interviews and make appropriate recommendations for hiring
  • Responsible for identifying employee career development training
  • Forecasting and scheduling of daily workforce requirements and the allocation of resources to ensure the availability of adequate staffing for providing exceptional service
  • Create, review and submit reports to General Manager and VP of Operations to ensure contract compliance
  • Phone Service Time and Quality Assurance Auditing
  • Ability to review work volumes and make adjustments to staffing and schedule to achieve service levels
  • Ensures accessibility to staff and internal/external customers through prompt response and consistent interaction. Availability may be required during non scheduled shifts
  • Provide prompt response to employee/customer feedback and complaints
  • Other duties as assigned.

Qualifications:


A minimum of 5 years experience in a supervisory position in the call center industry, customer service field or related industry is required, or an equivalent combination of education and/or experience. Experience should include direct coaching and counseling in a customer service and/or call center environment
 

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