Customer Service Manager

Tiger Sanitation, LLC•San Antonio, TX

21m•Onsite

About The Position

The Customer Service Manager creates a great experience for the Tiger Customer Service Team and our Customers by ensuring high standards for quality and productivity when addressing customer requests and concerns. This position will have direct supervision of the Customer Service Team Leaders, and other administrative activities and/or personnel.

Requirements

Ability to convey Tiger Sanitation as the obvious choice for our customers, employees and community
Actively demonstrates Tiger Sanitation’s core values in daily tasks and communications: Professionalism, Respect, Accountability and Communication
Ability to demonstrate decision making skills that align with Tiger Sanitation’s 4 Step Decision Making Process
Ability to maintain constructive interpersonal relationships in a high-volume contact center environment
Ability to collaborate with coworkers
Ability to proficiently navigate multiple computer programs
Ability to prioritize activities to achieve, individual and team, expectations and goals
Ability to effectively coach and discipline direct reports
High School Diploma or G.E.D.; required
5 years of supervisory or management experience in a call center environment
Previous experience with workforce management, training development & deployment and department financial budgeting, required
Previous experience with Multichannel contact center management, required

Nice To Haves

Experience utilizing customer service software and Microsoft Office products, preferred
Bilingual, preferred

Responsibilities

Responsible for service level attainment in the contact center by directing workflow.
Monitors call center schedules, training time and performance forecasts to ensure service levels remain at or above set goal.
Monitors and evaluates customer service performance.
Identifies operational issues and process improvements and implements strategies to improve performance.
Oversees personnel needs of the department including selecting, coaching, and training employees and evaluating employee performance.
Provides input into termination, compensation, and promotion decisions.
Evaluates customer feedback through various channels.
Identifies process improvements and implements performance improvement mechanisms.
Communicates and enforces company policies and procedures and develops and implements customer service performance standards.
Compiles and reports all customer service metrics and standards.
Develops and analyzes budgets, reports, and financial data.
Review all department call reports, research, attendance, payroll, and performance records for accuracy and reported in a timely manner.
Oversees the development and distribution of training materials to enhance the functions of the Customer Service department.
Investigates and resolves escalated customer service inquiries.
Collaborates and coordinates with cross-functional leaders by examining escalated issues and communicating insights to drive continuous improvement and create a great customer experience.
Provides day-to-day management and support to customer service staff.
Mentors in the Customer Service department and provides guidance to continue growth in the organization.