Job Description
Job DescriptionWe are looking for a dedicated Customer Service Manager to oversee and enhance customer account management and support operations. This long-term contract position is based in New York, New York, and offers an exciting opportunity to lead a team focused on delivering exceptional service. The ideal candidate will bring strong leadership skills and expertise in call center operations, scheduling, and customer satisfaction.
Responsibilities:
• Supervise and guide a team of customer service representatives to maintain high performance standards.
• Manage customer accounts, ensuring timely resolution of inquiries and concerns.
• Oversee call center operations, optimizing processes to improve efficiency and customer satisfaction.
• Utilize computer-aided dispatch systems to coordinate and monitor service delivery.
• Develop and maintain job schedules to ensure resources are effectively allocated.
• Implement strategies to enhance the overall customer experience and service quality.
• Monitor and analyze key performance indicators to identify areas for improvement.
• Provide training and support to team members to foster skill development and growth.
• Collaborate with other departments to address cross-functional service challenges.
• Ensure compliance with company policies and industry standards.• Proven experience in customer service management, preferably in a call center environment.
• Strong knowledge of customer account management and issue resolution.
• Familiarity with computer-aided dispatch systems and scheduling tools.
• Exceptional leadership and team management abilities.
• Outstanding communication and interpersonal skills.
• Ability to analyze performance metrics and implement data-driven improvements.
• Capacity to handle multiple priorities in a fast-paced environment.
• Commitment to providing superior customer service.