Job Description
Job Description
We are looking for an experienced Customer Service Manager to oversee daily operations of a 15 person call center, and ensure exceptional service delivery within our organization. This position requires strong leadership skills and a commitment to enhancing customer satisfaction. Located in Oakland, California, this is a fully onsite role with the potential for contract-to-permanent employment, providing an excellent opportunity for career growth.
Responsibilities:
• Supervise and lead customer service teams to ensure efficient and high-quality service.
• Develop and implement strategies to improve customer account management processes.
• Monitor call center performance and provide guidance to meet service benchmarks.
• Coordinate and schedule workflows to optimize productivity and client satisfaction.
• Ensure adherence to company policies and procedures in all customer interactions.
• Utilize computer-aided dispatch systems to streamline operations and improve communication.
• Address and resolve customer concerns promptly to maintain positive relationships.
• Provide training and support to team members, fostering attention to detail and growth.
• Prepare reports and analyze data to identify areas for improvement.
• Collaborate with other departments to enhance overall service delivery.
• Proven experience in customer service management or a similar role.
• Proficiency in computer-aided dispatch systems and related technologies.
• Strong ability to manage customer accounts and resolve issues effectively.
• Excellent organizational skills with experience in job scheduling and workflow coordination.
• Superior communication and interpersonal skills to lead and support a team.
• Familiarity with call center operations and performance metrics.
• Ability to work onsite in Oakland, California, Monday through Friday.
• A proactive approach to problem-solving and continuous improvement.