Customer Relations Support Manager Knowledge Networks

The Customer Relations Support Manager oversees offshore support teams to meet the needs of customers and support their participation.
Key responsibilities include:

Identify and support staffing and training needs
Develop training materials to support new initiatives and ongoing developmental needs of the staff
Develop and improve operational procedures to maintain productivity and service quality
Track performance against established KPIs for call productivity
Coordinate with other departments as needed to maintain workflow and data integrity
Assist with upgrade and growth plans

ADDITIONAL RESPONSIBILITIES & SKILLS:

Ability to handle multiple tasks and projects simultaneously
Strong initiative; able to work independently with minimal supervision
Flexible, willing to reprioritize tasks frequently, detail oriented
Proficient with Microsoft Office
Ability to successfully manage projects to completion, ability to lead cross-functional project teams, if needed
Ability to meet deadlines and prioritize tasks effectively

EDUCATION/EXPERIENCE REQUIREMENTS:

College degree preferred
3+ years supervisory/management level experience
Excellent communication skills, both written and verbal
Proficiency in Microsoft Office, CRM experience preferred
Bilingual skills (English and Spanish), experience in research panel management, and experience with contact center outsourcing preferred

Location:	Roseland, NJ United States