The Customer Service Manager will supervise daily call center operations personnel ensuring best-in-class customer service. Must be organized, reliable and results-driven professional using metrics to quantify service results and overall constituent and customer satisfaction. The Customer Service Manager will develop and prioritize objects for the call center staff day-to-day activities, coach and train personnel to ensure a positive and forward thinking environment.
The Customer Service Manager will serve as the escalation point of contact for inquiries and should be experienced with constituent retention and engagement techniques. Will be required to collect, develop and distribute call center statistics along with evaluating Key Performance Indicators such as call-waiting time, Service Level Agreement and number of end-user contacts to close a request.
The inquires received will be a broad range of questions ranging from internal how-to questions to requests for information, material or other topics related to the March of Dimes mission. It is critical the manager ensures a professional environment and promotion of the March of Dimes mission, goals and objectives using tact and empathy.
- Mentor, Train and Develop Call Center Agents
- Create, Monitor and Track daily KPO for Customer Service using quantifiable metrics and data
- Prepare reports for Departments and Partners to ensure proper SLA and customer satisfaction for in-bound inquiries
- Monitor and recommend procedures to improve front-line constituent care
- Competency in Microsoft Office including Word and Outlook required
- Experience with Ivanti HEAT call software or similar desired.
- 3 to 5 years related experience required.
- Reliability and able to contribute a positive attitude to lead a team environment