Customer Service Manager

Basic Description – The main responsibility for this position is to manage the Centralized Call Center located at head office and to be the main point of contact for all branches in regards to managing the customer service offered to all customers islandwide.

Duties and Responsibilities:

• Setting performance targets for speed, efficiency and quality of the call center, and ensuring they are met
• Planning and managing change
• Managing the daily running of the call center
• Liaising with supervisors (Front Desk & Call Center) and agents
• Monitoring random calls to improve quality minimize errors and track performance of agents
• Reviewing performance of specified staff
• Handling the most complex of customer complaints
• Organizing staff, including shift patterns and the number of staff required to meet demand
• Coaching, motivation and retaining staff
• Developing, implementing and reviewing core responsibilities and task
• Supervising staff training
• Establish procedures to increase productivity and quality
• Plan and assign duties to staff, ensuring they are completed
• Monitor agents on the phone and ensure all agents are logged in at their designated times
• Monitor agents on the phone and ensure all agents are logged in at their designated times
• Check all hardware and equipment and readily identify any malfunctions
• Test lines at least twice daily
• Assist in the recruitment of the most qualified applicants to meet the front end need
• Authorize and ensure validity of discounts
• Manage & guide team members, and ensure the optimum performance is being done
• Check the error report done to monitor mistakes made by staff entering booked jobs in the system
• Be aware of all possible areas of loss due to theft and damage through carelessness, or incorrect packaging
• Communicate all information in regards to change in company policies
• Ensure all customers receive outstanding customer service by implementing proper checks and balances.
• Liaise with Operations and Branch Managers
• Report all deviations to Managing Director
• Answer calls whenever it is needed

Other Duties and Responsibilities:

• Keep detailed records of vacations, absenteeism and time-off taken
• Ensure specified records of warnings or discipline are completed, meted out to the necessary individuals and put on the appropriate staff files
• Distribute the company phones to staff and keep records of phones distributed, damaged or being returned
• Order phones and sim cards from phone provider
• Assign and monitor certain duties of staff members specified outside of the call center and customer service
• Recruit and select office staff specified
• Orient and train staff
• Supervisor staff specified outside of call center and customer service
• Evaluate staff performance
• Help to create and implement office policies
• Establish standards and procedures
• Supervise office staff

Skills/Knowledge Required:

• High school graduate or equivalent education and experience.   Post-secondary education in Business Management preferred.
• Experience in a call center or customer service experience is preferred. 2 years minimum?
• Experience in a previous management position is preferred
• Ability to provide world class customer service
• Excellent communication skills
• Ability to delegate tasks
• Ability to be a team player and assist the team by performing tasks with them
• Helping with training and development
• Ability to apply comprehensive customer service principles and practices
• Work cross functionally with other departments
• Ability to multi-task and manage situations involving pressure
• PC skills; Microsoft Office applications (Word, Excel, PowerPoint, Outlook); and other applicable applications
• Communicating with co-workers to provide and receive direction
• Reporting to senior management / personnel when required