Customer Service Manager GreatCall
THIS JOB HAS EXPIRED Description
GreatCall markets wireless services, devices and applications that help people stay connected, safe and healthy. We provide easy-to-use solutions backed by high quality customer service and work with industry-leading partners to ensure our solutions fulfill the needs of our customers. We are experts in serving the aging population but our solutions are appropriate for anyone who considers health and safety a priority. Our product portfolio includes the Jitterbug cell phone, 5star Urgent Response, The Responder, MedCoach, LiveNurse, and Wellness Calls among others. These products and services are widely available through our direct response channels and a wide retail distribution network that includes Walmart, Sears and Best Buy. Our apps are available in the iTunes and Android app stores.
About the Team
The Customer Service team is dedicated to delivering a superior service experience and enhanced product value to each of our customers on a daily basis. The team offers 24/7 services assistance on a wide range of issues from general billing, product and service sales, and specialized service support. In alignment with our company?s core values, we strive to maintain the highest level of customer satisfaction through adherence to defined quality standards, responding to customer feedback, promoting controlled growth, and identifying cost saving measures.
About the Job
As a Customer Service Manager, your primary responsibility will be to supervise the day to day operations of up to 8 care supervisors who each handle a team of 12 agents in a large call center: The CSM will drive the customer care call center performance by focusing on coaching to behaviors. The CSM will hold the supervisors accountable for meeting performance metrics in alignment with key company objectives centered on service, retention, sales, quality assurance, and service levels.
Meet with and coach each supervisor on key company objectives outlined by management.
Spot check record keeping of supervisors and agents.
Review agent coaching and attendance logs weekly.
Handle customer escalations via corporate and call center as necessary.
Review supervisor performance on a weekly basis.
Motivate, mentor, and develop call center supervisors.
Support Operations business partners focusing on overall call center objectives.
Work to maintain break, lunch and call center forecasting schedules to meet service levels.
Manage customer issues as they arise during day to day operations.
Calibrate weekly with Quality Assurance management.
Work with Human Resources on performance management issues.
Report supervisor and site level performance to senior management.
Partner with the Work Force Management team to maintain scheduling needs of the business.
Partner with training team to support training objectives as needed.
Work with vendor/BPO sites in customer service partnership.
Other duties as assigned.
Education: Associate?s Degree in Business or related field. Five (5) years relevant experience as a call center Customer Service Manager (Account Manager, Operations Manager) will be considered in lieu of degree.
Minimum of five (5) years of supervisory experience to include managing performance and projects and/or multiple priorities
Minimum of five (5) year of call center experience
Excellent planning, organizational, and conflict management skills required, as well as, oral and written communication skills
Advanced experience with Microsoft Office
Education: Bachelor?s Degree in Business or related field
Seven (7) years of call center, customer service or sales supervisory/management experience
Three (3) years of experience within wireless or telecommunication industry
As an employee, you would be eligible to participate in a comprehensive benefits package including a competitive salary, stock options, Medical, Dental, Paid Time Off, 401(k), life insurance and flexible spending plans.
||Carlsbad, CA |
THIS JOB HAS EXPIRED