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Customer Service Manager

Exciting Opportunity for an experienced Customer Service Manager to get in on the ground floor with a new department in a growing company!

Job Description

Responsibilities:  

 

  • Lead a team of supervisors in the Cancellations Department
  • Create motivating and innovative ways to drive performance
  • Perform forecasting for proper staffing recommendations, create WFM (WorkForce Management) calculations and staff to SLA’s
  • Working with providers to create ways for a bulk cancellation process
  • Develop key metrics to drive performance
  • Implement ways to continuously ‘raise the bar’ as it relates to the amount of cancellations that can be performed in a day
  • Monitor automated processes to ensure they are working effectively
  • Manage and report on Partner SLA’s- Daily, Weekly, Monthly
  • Ensure all training documents/slides are updated regularly

 

Requirements:

 

  • Contact center operations experience
  • Experience managing people
  • Must demonstrate strong analytical, organizational skills, and the ability to communicate effectively with all levels of management
  • Strong written and verbal communication skills
  • Demonstrated organizational and time-management skills
  • Ability to understand data and make data-driven decisions
  • Proven problem solving skills
  • Demonstrated leadership skills with a sense of urgency and ownership
  • Proven ability to manage multiple concurrent projects/tasks and responsibilities
  • Proficient PC skills including but not limited to Microsoft Office, and Excel
  • Critical Thinking and Problem Solving
  • Strong interpersonal skills with the ability to win people over 
  • Enjoy laughing and not taking the 'bumps in the road' too seriously
  • Willingness to go above and beyond when the situation requires it (long hours, pitching in to help other teams, etc..)

 

BILLSHARK is looking to build our team with people who share our core values - tenacity, hunger and camaraderie.

Discrimination is Against the Law. BILLSHARK complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex. BILLSHARK does not exclude people or treat them differently because of race, color, national origin, age, disability, or sex. BILLSHARK is an equal opportunity employer.

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