Customer Service Manager Position Available In Greater Bridgeport Planning Region, Connecticut

Job Description:

Position:

Responsible for managing and directing all aspects of incoming callcenter operations, customer support (internal and external), crossselling and sales support efforts; implementing and reviewing callcenter policies and procedures, developing and monitoring callcenter activities for volumes, quality, and timeliness; leading anddirecting staff to accomplish all assigned tasks and organizationalgoals.

Requirements:

• BS/BA Bachelor?s degree.
• Understanding of call center performance metrics and measurementsmandatory.
• Seven years+ overall Customer Service/Call Center experience at anadvanced level in a contact center environment.
• Clear understanding of customer satisfaction measurements andsurvey tools.
• Proactive and aggressive in solving problems, a skilled decisionmaker.
• Ability to recognizing and taking action on opportunities anddevelop a strong team.
• Strong leadership skills.
• Independent worker with the ability to prioritize and handlemultiple projects and tasks under pressure.
• Excellent communication skills both verbal and written.
• Strong organizational skills, attention to detail.
• Knowledge and understanding of medical equipment manufacturingindustry preferred.
• Proven track record of achieving high levels of customersatisfaction.
• Passing of background check which may include verification ofprior employment, criminal conviction history, educational anddriving records.

Responsibilities:

• Manage the customer service business unit and the performance of ateam Service Representatives and Supervisors.
• Steer the customer service function for the organization,including creation of business plans for new and/or revisedactivities, monitoring staffing levels, and forecasting resourceneeds.
• Identify, respond to and resolve customer relation issues andtrends.
• Establish professional standards of performance and underlyingprocesses for the department and ensure a system of continuousimprovement.
• Assist each Customer Service Representatives in maintainingfavorable relations with customers, Authorized Distributors,Manufacturers’ Representatives and Direct Sales teams.
• Proactively anticipate and handle critical situations which couldnegatively impact the performance of the business.
• Research and analyze root cause analysis of problems, identifytrends and recurring issues, and implement resolutions.
• Be able to perform all functions normally required of a CustomerService Representative and assist if needed.
• Performs additional duties as requested by management.

Operations:

• Responsible for the attainment of call center performancemeasurements in relation to quality of service, reliability,availability and attendance using industry standard metrics;(average speed to answer, abandon rates, call handling).
• Prepare Monthly Department Performance Reports and ServiceMetrics.
• Maintain constant awareness of the service level and team?sefficiency. Driven toward the achievement of call centerperformance objectives and heightened awareness of queues and callvolumes.
• Responsible for Quality Assurance of daily calls and overallcustomer satisfaction.
• Develop and manage departmental budget.
• Evaluate and recommend technological and process improvementprojects providing opportunities for improvements in key areas.
• Control expenses and increase sales through the enhancement ofwork processes to improve service and efficiency.

Staff:

• Ensure excellent performance of customer service staff in customercontacts, by leading team in the understanding of high qualityservice.
• Motivate individuals and team to provide exceptional customerservice.
• Identify and implement training needs for the Customer ServiceTeam.
• Coach and develop team members to become self-directed.
• Foster and maintain a collaborative relationship with internalteam and external business partners to ensure collaborative workenvironment.
• Deliver semi-annual performance reviews with Customer ServiceTeam.
• Effectively use coaching and counseling to guide employeedevelopment.

Organization:

• Develop and implement strategy for the department that coincideswith the strategic objectives of the company.
• Play a leadership role by implementing action plans withdepartment and across company to increase service quality.
• Work closely with other managers to identify/implement processchanges, improvements and efficiencies and ensure solid businesspractices.
• Lead and/or participate in project initiatives as assigned.
• Negotiate solutions and resolves conflicts.