Customer Service Manager

GrowMore Recruitment is a full service, multi-specialist recruitment agency! We work across virtually all industry sectors, with clients ranging from small start-ups to global blue-chip companies and large public sector and not-for-profit organizations.

The Customer Service Manager is responsible for the operations support of the Georgia Customer Service Team. You will manage the Customer Service Team in a coordinated effort aligned to our OKRs and business needs, creating an environment of critical thinking and strategic analysis that all your staff exemplifies, to be the driving force behind change. This will be accomplished through the direct management of Team Leads and Supervisors and on occasion through direct supervision of online agents.

To succeed in the role you’ll need to possess the ability to inspire your team to achieve the highest standard of quality and consistency for our internal and external clients while maintaining solid motivation in our teams. You’ll do this by implementing both strategic short and long-term plans to hire and develop talent, reach internal KPIs, and maintain good relations between our different channels, sites, and business stakeholders.

Responsibilities:

Direct the daily operations of the customer service team; understand where our teams are at for the level of service offered to clients (internal and external)
Drive continuous improvement regarding the player’s experience through operational efficiency, observations, strategic planning, and “outside of the box” thinking
Provide and encourage innovative ideas to improve existing policies and procedures
Establish and foster strong relationships with business stakeholders in order to, more easily, validate suggestions for change thus accelerating the process of change
Be responsible for the development of the team members and their performance
Ensure that proper disciplinary actions and follow-ups are conducted in a timely manner
Write and deliver the mid-year and annual performance evaluations for the team members
Measure the effectiveness of all programs and make adjustments to maximize the return on investment created by the teams
Work closely with Customer Service leaders globally to ensure that the highest level of customer experience is provided with every customer contact handled
Embody Accountability; hold self and team members accountable for accomplishing organization goals by accepting ownership of said goals, executing strategic plans, and exploring opportunities while adding value to the company
Develop a culture that promotes Teamwork and encourages trust in the department while holding bi-weekly performance-based team meetings to ensure that changes in policies, procedures, and standards are communicated clearly
Interview potential employees utilizing established guidelines and recommend applicants for second interviews that meet these guidelines
Position requires extra hours, weekends, holidays, and shift work

Requirements:

5+ years of people management experience
7+ years relevant experience in a customer-focused environment with post-secondary degrees or certifications
Possesses the ability to translate company strategies into organizational initiatives/activities and implement them
Exceptional communication skills at all levels (verbal, written, listening, and comprehension)
Communicates with confidence and a purpose, with the ability to understand, assess, and communicate complex information
Makes timely and quality decisions based on a mixture of wisdom, analysis, experience, common sense, and good judgment.
Advanced ability to empathize with others, show passion for customer service, and help fellow employees
Outstanding organization and multi-tasking skills combined with a professional work ethic
Must have a flexible schedule including weekends and evenings to meet the needs of the business
Possess the leadership skills to effectively develop, lead, inspire and motivate a high-performing team
Ability to think analytically to identify qualitative or quantitative trends and take appropriate actions