Customer Service Team Manager – Call Center

Key Accountabilities:

• In charge for the call Center and Social Media
• Improve customer service experience to create engaged customers
• Mentor, Coach and develop CSR and nurture an environment where they can excel through encouragement and empowerment

Duties:

• Oversee customer relationships and understand their perspective/expectation
• Implement effective customer loyalty program
• Maintain and increase revenue of the department
• Make sure that all teams/sub-departments have been given proficient training
• Continuously work on team’s development and improvement plan through coaching and one-on-ones
• Maintain healthy environment within workplace
• Implement corrective actions needed to meet operational performance
• Provide guidance to direct reports
• Analyze and maintain all customers’ SLA
• Ensure that department is in compliance with other departments to reach organizational goal and to ensure smooth workflow
• Taking ownership and following up on escalations to resolutions
• Communicate and participate in cross-functional meetings to review information and to ensure best quality customer service
• Analyze statistics or other data to determine the level of customer service through overseeing AHT, RTA and Abandoned Calls %
• Create/Improve SOP of each Line of Business within the department
• Plan department headcount to guarantee best utilization of seats
• Follow up on overall stock of each branch
• Monitor team’s adherence/attendance
• Hold regular meetings with the team
• Any other Task that the Manager requires

Knowledge:

• Bachelor’s degree in any field 
• From 5 to 10 years proven experience in a Customer Service Managerial position. 
• Good understanding of management practices and techniques 
• Proficiency in Microsoft Office
• Excellent command of English written and verbal

Skills:

• Very good leadership skills.
• Excellent interpersonal skills including written, verbal, communication, negotiation and presentation skills.
• Very good decision-making skills.
• Advanced analytical thinking skills.
• Creative thinking skills.
• Problem solving thinking skills.
• Strategic thinking.
• Time Management skills.
• Delegation skills

Ability/ Attitude: 

• Work well under pressure
• Flexible
• Positive and Self-Motivated