Customer Service Manager in Jacksonville

Jacksonville, Florida
Administrative & Support Services
Job Type
US$ 24.00 - US$ 26.00 per hour
Ref. Number
Suggs, Tierney, Spherion
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Job Description

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

Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.


High School

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