Our client located in the Baymeadows area is seeking an experienced Customer Service Manager for a long term temporary position. Ideal candidate will possess hands-on experience supporting a full service call center and provide strategic direction and overall management support to the various groups within the Norcross Consumer Call Center (MIO / Long Distances / Visa / Wireless). This includes budget adherence, staffing, recruiting, development and planning of Care Center Personnel.
- Responsible for day-to-day planning and execution of customer service and project support to ensure customers receive superior customer care
- Responsible for personnel management including, but not limited to recruitment, training, performance management / appraisals, salary administration, terminations and a commitment to diversity
- Manage objectives, set priorities, meet deadlines, and organize projects (Inbound & Outbound campaigns)
- Maintain and report Customer Care performance metrics and manage the Customer
Working hours: Sunday - Thursday
--Position involves the ability to work at a desk while using a telephone and computer to talk and correspond with customers, employees, corporate contacts, and clients
--Communication skills are critical. Candidates must be able to effectively and appropriately read, write, and speak English. The ability to read, write, and speak Spanish is a plus.
--Must be able to work independently, without direct supervision, and be able to direct and manage the work of others
--Computer fluency is required, including knowledge of call center software, Microsoft Office, and the Internet is essential
--Call scripting and work force management experience strongly preferred
--Must have the ability to multi-task and thrive within a fast-paced, deadline-oriented environment
--Should possess a wide degree of creativity, flexibility, and latitude
--Must be detail oriented and highly organized with a documented track record of timely project completion
--Demonstrated ability to effectively interface with multi-functional groups / personnel within an organization
--candidates must have at least 3 - 5 years of prior Supervisory / Management experience; preferably in a Call Center setting
--Must possess a strong desire to provide superior customer care
--Able to make decisions with high level of confidence
--Candidates must have a minimum of one year prior call center management experience.
--High School Diploma or Equivalent
--Hours are 11a-8p/Sunday-Thursday
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