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Customer Service Manager
2 months ago
Leanessa Inc is seeking a highly skilled Contact Centre Manager to lead our customer service team. As a key member of our organization, you will be responsible for overseeing the day-to-day operations of our contact centre, ensuring exceptional customer experiences, and driving business growth.
Key Responsibilities:- Hire, Train, and Direct Staff: Lead a team of customer service representatives, providing guidance, coaching, and development opportunities to ensure they have the skills and knowledge needed to deliver outstanding customer service.
- Market Business Services: Develop and implement strategies to promote our business services, increasing customer engagement and loyalty.
- Plan and Control Budget and Expenditures: Manage the contact centre budget, ensuring efficient use of resources and effective allocation of funds.
- Plan and Direct Research: Conduct market research and analysis to identify trends, opportunities, and areas for improvement, informing business decisions and strategies.
- Direct and Advise Staff in Service Quality Assessment Strategies: Collaborate with team members to develop and implement service quality assessment strategies, ensuring continuous improvement and excellence in customer service.
- Plan, Administer, and Control Budgets for Client Projects, Contracts, Equipment, and Supplies: Manage budgets for client projects, contracts, equipment, and supplies, ensuring timely and cost-effective delivery of services.
- Plan, Develop, and Organize Policies and Procedures of Establishments: Develop and implement policies and procedures that align with company goals and objectives, ensuring compliance and efficiency.
- Represent the Company within Various Economic and Social Organizations: Act as a representative of Leanessa Inc, engaging with economic and social organizations to promote our brand and services.
- Leading/Instructing Groups: Lead and instruct groups of customer service representatives, providing guidance and support to ensure they have the skills and knowledge needed to deliver outstanding customer service.
- Provide Customer Service: Ensure that all customer interactions are handled in a professional and courteous manner, resolving issues and concerns in a timely and effective manner.
- Assign, Coordinate, and Review Projects and Programs: Assign, coordinate, and review projects and programs to ensure they are completed on time, within budget, and to the required quality standards.
- Education: A degree in a relevant field, such as business administration, marketing, or communications.
- Experience: A minimum of 1 year of experience in a contact centre management role, with a proven track record of success in customer service, team leadership, and business development.
- Language: Fluency in English, with excellent written and verbal communication skills.
- Work Hours: 35-40 hours per week, with flexibility to work overtime as required.
- Competitive Salary: A competitive salary and benefits package, including health insurance, retirement savings plan, and paid time off.
- Opportunities for Growth: Opportunities for career advancement and professional development, including training and education programs.
- Collaborative Work Environment: A collaborative and dynamic work environment, with a team of professionals who are passionate about delivering exceptional customer service.
