Customer Service Manager

Manage all customer care functions for assigned customer base; plan, assign, and review the work of associates providing customer care support; administer Automatic Call Distributor queues and ensure personnel alignment to meet service levels; manage the training, orientation, and continuing development of subordinate associates; coach, counsel and mentor assigned personnel on work-related problems; responsible for workforce management of assigned associates; develop and implement new and revised policies and procedures; determine and assemble data, compose special reports, periodic correspondence or work related records to support sales or customer requests and/or requirements; answer inquiries from subordinates and customers concerning escalated issues; analyze workload trends and staff appropriately to meet customer’s expectations; analyze call queue KPI and initiate required corrective actions; analyze Sale Order Life Cycle KPI’s and initiate process improvement projects; initiate and coordinate system enhancement projects; lead and/or participate in cross-functional teams and team projects; use extensive experience and judgment to plan and accomplish goals; manage expenses for assigned team; manage a team of approximately eight (8) to twenty (20) associates; responsible for the professional development, coaching, counseling, and training of assigned personnel.