Customer Service Manager, Cork

Trainee Accountant, Wexford
June 11, 2019
Payroll Executive
July 3, 2019

Customer Service Manager, Cork

  • Permanent
  • Anywhere
  • Posted 1 year ago

Purcelloleary have been assigned to recruit for the role of Customer Service Manager with a leading multinational company. This company embrace diversity and inclusion, they offer many opportunities for their employees.

The Customer Service Manager will be responsible for the following:

Customer Service Manager – People Management

Coordinates staff recruitment and effectively manages and develops individuals to deliver objectives
Provides support for direct reports, including Performance Management and Development plan
Provides feedback and coaching on individual performance through metrics and scorecards
Monitors agents, providing feedback and coaching to ensure contact consistency standards and the average monitoring scores meet or exceed established standards
Manages daily team operations to effectively achieve individual and team goals
Assigns individuals to day-to-day activities and provides team resource
Ensures operational goals are met with best in class processes/systems and within compliance boundaries
Provides input and feedback to continuously improve daily processes
Facilitates meetings to communicate team performance goals and results and general business needs
Customer Service Manager -Partnerships
Partners with Workforce Management to ensure staff is properly scheduled to meet customer needs
Collaborates with Reporting to ensure metrics available for performance purposes
Support projects as needed to improve company performance
Attends meetings that support management of the contact center business
Work with Senior Manager and Director to develop and maintain relationships

Customer Service Manager – Compliance
Creates an environment that expects compliance
Monitors team’s compliance with The Red Book, policies and training
Recognizes and follows all compliance policies, laws, regulations and The Red Book
Completes all training and associated tests on time
Integrates compliance into daily activities
Cooperates with investigations, monitoring and audits
Complies with any corrective actions
Responds appropriately to reported and known / suspected compliance violations

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