Customer Service Hotline #024

Delan Associates • Clearwater, FL

4d

About The Position

The Manager, Customer Service Hotline directs an enterprise’s customer service hotline and order-processing services. The role is responsible for business strategy and planning to ensure the organization has appropriate resources, budget, tools, and customer-satisfaction metrics to provide a high level of customer service. The manager establishes quality standards and performance metrics, oversees the design and implementation of knowledge-based systems, ensures resources are available to respond to customer inquiries and issues, develops and implements learning strategies for representatives, and resolves complex customer issues.

This is a middle-level management role under the general direction of senior-level management. The manager typically manages and mentors supervisors, project leads, and/or technical staff, and works as a technical leader and subject-matter expert on multiple complex issues and projects. The position frequently reports to a Chief Information Officer, IT Chief Operating Officer, E-Business Executive, or departmental IT executive.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field, or equivalent work experience.
• A minimum of 7 years of related IT and business work experience in customer support and service functions.
• Experience managing teams and projects in multiple technological and business environments.

Responsibilities

• Direct the enterprise’s customer service hotline and order-processing services.
• Develop business strategy and plans for resources, budget, tools, and customer-satisfaction metrics.
• Establish quality standards and performance metrics for hotline performance.
• Manage the design and implementation of knowledge-based systems.
• Ensure appropriate resources are available to respond to customer inquiries and issues.
• Develop and implement learning strategies to maintain representatives’ knowledge and support their growth.
• Resolve complex customer issues.
• Manage and mentor supervisors, project leads, and/or technical staff.
• Serve as a technical leader and subject-matter expert on multiple complex issues and projects.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager