POSITION SUMMARY
Manages the Customer Service staff by overseeing and assessing staff activities to achieve optimal service level objectives. They monitor activities of the customer service team and provide real-time monitoring of; average speed of answer (ASA) during low and peak times, average length of calls, quality resolution of calls and call reporting analytics that can be explained to staff and management. The Customer Service Manager should be keen on identifying performance opportunities, training needs for all staff with an eye towards continuous improvement. They will hire, train, succession plan and coach Customer Service Reps (CSRs).
PRINCIPAL DUTIES & RESPONSIBILITIES
EDUCATION & EXPERIENCE
The individual must meet the following requirements:
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