Responsibilities:

• Manage day-to-day operations of the customer service department.
• Actively participate in the hiring, training and development of contact center service team.
• Manage approximately 10-12 direct reports and ensure teams are achieving daily KPIs.
• Create and implement growth and development plans for service team leaders and representatives.
• Manage customer escalations with focus on delivering best in-class customer experience.
• Perform statistical analysis and report service team performance to senior leadership on a regular basis.
• Regularly conduct performance assessments of representatives and act as needed regarding results and progress.

Requirements:

• Minimum of two years’ experience in a leadership role, preferably within a service capacity.
• Minimum of five years’ experience in customer support or a customer service related role.
• Professional level written and oral communication skills.
• Effective analytical and problem-solving abilities
• Excellent organization, prioritization and time management skills.
• Ability to handle a high-pressure environment with significant timeline pressures.
• Strong MS Office skills are required
• ERP experience is needed