Customer Service Manager

Customer Service Manager Job Responsibilities
The day to day running of the Customer Care Department
To oversee the optimal performance of the Customer Care Department
Maintains constant communication of floor needs, wants, concerns and plans.
Forecasts Manpower planning based on inbound/outbound call volume
Create and implement strategies to decrease errors in quality control and train for future effectiveness.
Work with all individual on daily basis to optimize campaign targets by adjusting and ensuring proper utilization of manpower and technology.
Track against projected forecast.
Monitor employee attendance
Coordinate all customer care staff
Skills and Competencies
Interpersonal Effectiveness: Understands oneself, effectively manages emotions, listens and communicates with respect, and builds trusting relationships.
Leads Positively: Leads by example to cultivate a climate of motivation, positive energy and meaning in work. Assesses, selects, recognizes, develops, and empowers diverse talent.
Accountability: Meets established expectations and takes responsibility for achieving results; encourages others to do the same.
Qualifications for the Customer Service Manager Job
Bachelor’s degree in a relevant field from an accredited University/College required.
At least 5 years’ experience in an busy call/contact center environment at Supervisory or Managerial level
One year of operational experience in a call center
Ability to provide effective leadership to a large team
Ability to train and mentor individuals and/or a group
Ability to interact at a high level with clients and internal leadership
Ability to manage and provide feedback to all types of individuals
Ability to adapt to an ever-changing environment
Ability to create training documents