Senior Manager Customer Service

Role summary

Manages. directs, or supervises a Contact Center, or teams of Customer Service Agents/Representatives, or a Contact Center Operation where agents/representatives handle incoming and outgoing contacts where interactions primarily provide customer service, technical support, sales, and other phone-based interactions. Customer interactions may include phone calls, emails, chat, text messaging, and social media. Ensures the Contact Center operates efficiently, meeting service level agreements, and improves customer service processes and procedures. Manages and oversees workforce staffing/management, quality assurance, training, and reporting. Sets goals and objectives for staff including productivity, quality, and performance. Sets or oversees schedules and resources to ensure efficient Contact Center operations and high-quality customer service delivery. Monitors operational effectiveness through the development and use of metrics related to such areas as call volume, first call resolution, customer satisfaction, call handling time, or increased revenue. Collaborates with other teams and management such as Marketing, Sales, Customer Service, etc. ensure the integration of strategic and operational goals and objectives. Develops and oversees the implementation of operational policies and procedures that are compliant with regulations and internal standards. Reviews data, identifies trends, and advises executive management of cost saving and operational enhancement opportunities. Requires a Bachelor’s degree and prior specialized Customer Service experience.

Job summary sourced from the Empsight benchmark job library.