Customer Service/Call Center Manager

Morgan White Group•Coral Gables, FL

1d•Onsite

About The Position

The Customer Service Manager coordinates and oversees the activities of the Customer Service Specialists and the department. The manager is responsible for a complete understanding, application, enforcement and recommends changes to the policies and procedures of the department. To perform the job successfully, the employee must be able to perform each essential duty satisfactorily. The requirements listed here are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

High School Diploma or GED required
Minimum of two years' experience in call center or customer service area.
Minimum of one-year experience in a supervisory or training position
Must have excellent computer skills and be knowledgeable in MS Outlook, Windows, Excel, and Word.
Must be able to learn and be proficient with the software used in the TPA department.
Must possess strong time management, organizational, problem solving, and customer service skills.
Must be able to work well under pressure with multiple priorities and meet deadlines while maintaining attention to details.
Bilingual (Spanish & English)
Must be able to read, write, and speak English
Must be able to work as scheduled.
Must possess sight and hearing senses or use prosthetics that will enable these senses to function adequately so that the requirements of the position as stated above can be fully met.
Must be able to bend, stretch, reach, and sit or stand at a desk during 85% of the workday.
Must be able to lift, stoop, and carry small equipment items and supplies, possibly weighing up to 20lbs.

Nice To Haves

Associates or bachelor's degree is preferred.
3-5 years of supervisory experience in customer service or other service industry preferred.
Spanish is a plus.

Responsibilities

Plans, prepares, and devises work schedules, according to budgets and workloads.
Reviews and approves time off requests.
Evaluates employees through the HRIS system and makes recommendations for pay increases and/or promotions accordingly.
Interprets and communicates work procedures and company policies to CS Specialists (CSS).
Communicates goals to and observes and evaluates performance of CSS.
Issues instructions and assigns duties to CSS.
Manages and reports daily production by CSS and departments.
Helps CSS in resolving problems and completing work.
Identifies training needs that may have been uncovered during CSS observations.
Resolves complaints and answers questions of customers regarding services and procedures.
Reviews and recommends staffing and payroll budget and department procedural changes.
Recommends hiring or discharging employees as needed, based on observations.
Communicates with other departments and management to resolve problems and expedite work.
Perform other duties as assigned by the Division VP.