Apply on Employer Site

WSP in the U.S. · 2 hours ago

Customer Service Center Manager

Richmond, VA

Full-time

Onsite

Senior Level

5+ years exp

WSP USA is initiating a search for a Customer Service Center (CSC) Manager. This role involves overseeing all activities of the customer service center, leading the team to meet performance measures, and analyzing data for improvement opportunities.

AssociationBankingE-Commerce

No H1B

Responsibilities

Responsible for the performance of the customer service center (CSC) team which includes Walk-In Centers across the state

Ensure all project key performance measures are successfully achieved

Provide leadership for the CSC team by building and motivating team members to meet project goals, adhering to responsibilities and project milestones

Manage day-to-day CSC activities and resources

Oversee and lead internal team meetings

Coordinate and assess ongoing quality control and participate in quality issue resolution

Develop customer service center standard operating procedures and internal controls

Direct, monitor, and evaluate the activities and performance of the customer service center activities/processes and staff

Monitor customer service center systems and procedures and make the necessary updates to ensure they are current

Work closely with back-office and contact center system providers to assess, test, and implement components to meet project requirements

Perform evaluations of operating software and identify areas for efficiency and operational improvements and/or modifications to functionality

Interface with clients, subcontractors, vendors, and internal/external auditor

Qualification

Customer Service Center operationsManagement experienceMulti-channel contact centerCustomer relationship managementMicrosoft ExcelMicrosoft WordLeadership skillsOrganizational skillsAttention to detailVerbal communicationWritten communication

Required

5+ years' experience with Customer Service Center (CSC)/Contact Center operations

Three (3) years' experience of management within a Customer Service Center (CSC)

Experience with multi-channel customer contact center and systems

Strong customer relationship management skills

Demonstrated productivity in a team environment, focusing on customer satisfaction

Strong attention to detail and organizational skills

Ability to work independently and under strict deadlines

Ability to maintain confidentiality and discretion properly

Ability to assess and support change management activities

Strong leadership skills

Strong written and verbal communication and presentation skills

Should possess an above average skill/ability and knowledge of PC computers. The ability to develop, create, and utilize spreadsheet software (Microsoft Excel) and word processing software (Microsoft Word) daily. The individual should possess the skills and ability to learn and utilize new software products as introduced by the organization

Ability to read and comprehend complex instructions, correspondence, and memos. Ability to write correspondence and staff memos. An ability to effectively present information in one-on-one situations to customers, clients, and other employees of the organization. Ability to read, analyze, and interpret common reports and documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management and public groups

Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards

Ability to adhere to attendance requirements

Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds

Must be able to lift, carry, walk, and stand

Vision for reading, recording, and interpreting information

Frequent speech communication, hearing and listening to maintain communication

Daily use of computer and keyboard, standard office equipment and telephone

Ability to access, input, and retrieve information from the computer

Frequent hand/eye coordination to operate computer keyboard and office equipment