Customer Service Manager I

WM is North America's leading provider of comprehensive environmental solutions, and they are seeking a Customer Service Manager. This role has overall responsibility for the Customer Service Center's operations and employee leadership, ensuring high levels of customer satisfaction and driving operational excellence.

Responsibilities:

• Provides day-to-day management and support to customer service staff. Champion customer-centric culture inside and outside the call center cultivating an environment of trust, teamwork, and ownership
• Responsible for the center’s operational optimization through use of effective metrics for staffing, scheduling and call volume forecasting. Analyze department performance and proactively identify and implement strategies to improve quality of service, productivity and sales. Recognize performance trends, perform cause analysis and identify opportunities for improvement adjusting to meet set standards. Manage agents’ scorecards and reviews with Customer Service Supervisors
• Communicates and enforces company policies and procedures and develops and implements customer service performance standards
• Determines training needs and establishes programs. Perform periodic training quality assessments to ensure training standards are met. Coordinate training to ensure timely and consistent training delivery
• Compiles all customer service reporting requirements. Develops and analyzes budgets, reports, and financial data
• Submits reasonable budget information and analyzes data versus year-to-date data and prior year budget
• Investigates and resolves escalated customer service inquiries
• Participate and monitor Service Machine processes. Champion the Service Machine delivery methods

Requirements:

• Bachelor's Degree (accredited) in Sales/Marketing, Management, Business Administration or similar area of study
• High School Diploma or GED (accredited) and four years of relevant experience
• 7 years of relevant work experience
• 2 years of supervisory experience
• Master's Degree (accredited) in Sales/Marketing, Management, Business Administration or similar area of study