RESPONSIBILITIES:

  • Assess, recommend and implement the software platform to be used by customer service department.
  • Maintains up-to-date knowledge of industry developments.
  • Implements and reviews customer service policies, procedures and service standards.
  • Setting and meeting performance targets for speed, efficiency and quality.
  • Oversees the design and delivery of all training programs.
  • Liaison with management, team leaders and third parties to gather information and resolve issues.
  • Monitor calls to observe employee’s demeanor, accuracy, and conformity to company policies and call quality standards.
  • Hire, train and supervise all customer service personnel.
  • Organize staffing, including shift patterns and the number of staff required to meet demand.
  • Forecast and analyze data against budget figures on a weekly and monthly basis.

QUALIFICATIONS:

  • Bachelor’s degree in a related field.
  • Minimum of 5 years supervisory experience working in a fast paced, high growth customer service center.
  • Must have outstanding verbal and written communication skills.
  • Good ENGLISH is a MUST!
  • Proven record of coaching and developing employees.
  • Proven ability to write and implement Policies and Procedures.
  • Exhibit a professional appearance and demeanor.
  • Strong knowledge of customer service reporting packages, experienced in monitoring and reporting metrics.
  • Exceptional management and team building skills.
  • Must be analytical and a problem solver.
  • Highly organized, energetic, task-driven and MUST be reliable.

For more information, please visit: http://skyyservices.com/customer-service-manager/.