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Customer Service Manager

TDB Communications Inc.
United States, Virginia, Chester
12730 North Kingston Avenue (Show on map)
Oct 22, 2024
Customer Service Manager Description of Duties -Provide oversight and day-to-day management of program demands including customer requirements, business processes, systems, budget, and operations to ensure performance metrics are met -Manage individual and team activities, workload, and priorities in support of departmental objectives with responsibility for results, including costs, quality, timeliness and effectiveness -Monitor and maintain employee documentation and projects such as timesheets, employee information, attendance tracking, disciplinary action, terminations, coaching, and adherence to policy -Communicate relevant performance trends, patterns, and issues to project/analytics staff and organization hierarchy regularly and in a timely fashion -Perform other duties as assigned by leadership Minimum Requirements: All Applicants: Bachelor's degree or equivalent combination of education, work experience considered in lieu of degree required At least three (3) years of people management experience required At least five (5) years of experience in related field required Preferred Qualifications: Leadership Skills: Ability to lead and motivate a diverse group of call center agents. Communication Skills: Clear and effective communication, both verbal and written, is essential for conveying information, instructions, and feedback. Adaptability: The ability to adapt to changing situations and client needs is vital in a dynamic environment. Conflict Resolution: The ability to handle conflicts and complaints effectively, ensuring a satisfactory resolution for all parties involved. Problem-Solving Abilities: A good manager can quickly identify issues and develop effective solutions, ensuring minimal disruption to service. Technical Proficiency: Familiarity with call center software and tools helps in managing efficiency. Demonstrated history of strong leadership, professionalism, communication, listening, analysis, and problem-solving skills Excellent organizational skills Proficient in Microsoft Office Ability to be flexible in work schedule to meet changing business needs, deadlines, and priorities Screenings Requested You may receive requests for background check and or drug screen regarding this employment opportunity. Respond to all requests quickly as we anticipate filling our vacancies quickly and non-responses may result in disqualification for this opportunity. Reasonable Accommodation If you require alternative methods of application or screening, you must approach the employer directly to request this. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned. EEO Statement TDB Communications, Inc. is an Equal Opportunity Employer. All employment decisions at TDB are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate Federal Contractor and E-Verify compliant. Submit Your Application You have successfully applied You have errors in applying