Customer Service Team Manager

Key job responsibilities

• Manage day to day operations with a team of 20-25 Customer Service Associates (CSAs).
• Hold Regular 1-1 with CSAs every week.
• Manage work prioritization and delivery based on business needs.
• Ensure high quality delivery under aggressive deadlines.
• Track weekly/monthly metrics and process reviews with stakeholders across time zones.
• Initiate and lead process improvement projects, presents solution proposals, and implement them to other applicable/in-scope operational areas.
• Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
• Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
  

Basic Qualifications

• 5-7 years of overall experience and 3-4 years of supervisory exposure in managing a team size of 25-30 associates.
• Microsoft Excel Advance knowledge.
• Excellent time management, organizational talent and presentation skills. Can deal with constant change positively and maintain high motivation.
• Drives team engagement and actions through internal survey results and insights. Helps associates understand the performance bar and supports them to reach it.
• Demonstrated ability to handle reporting and analysis
• Ability to effectively and efficiently complete difficult goals or assignments
• Can adapt well to changing circumstances and strategy
• Strong interpersonal and communication skills.