Customer Service Manager

Middle River, MD
Oct 23, 2021
Oct 25, 2021
Full Time
TransCore (TRN), a subsidiary of Roper Technologies, Inc. (NYSE: ROP) is seeking a full-time Customer Service Manager to join our team in White Marsh, Maryland.Summary: Under the direction of the Operations Manager, the Customer Service Manager is primarily responsible for the hiring, supervising, training, and monitoring of the daily activities and projects of the call center. This responsibility includes ensuring all service requirements are protected and accounted for in accordance with standards as described in the contract and operational procedures. Expectation is that the Customer Service Manager has a strong aptitude in the following areas, but not limited to, with the ability to clearly communicate your expertise in these required areas during an interview.Essential Duties and Responsibilities: include the following. Other duties may be assigned.Compiles performance reporting, monitoring, and forecasting. Ensures that all account related information is processed in such a manner that meets or exceeds performance standards.Establishes statistical performance reporting criteria, monitors standards, and enforces policies to ensure that all personnel meet or exceed expected service and performance levels.Monitors call center and system reports to ensure that all processes are on schedule and accounted for.Performs quality control by continually assessing customer service levels for performance and monitors customer feedback to ensure that staff is providing the highest quality service to the customer.Effectively delegates work tasks to ensure that performance measures are met.Continually assesses training needs through auditing and monitoring. Provides staff with the appropriate tools and training to succeed.Writes performance reviews for TransCore employees and also provides feedback to staffing agency(s)on employee performance.Assists in decision making for new processes and procedures regarding software or business processes and procedures.Provides coaching to supervisors and team leaders, focused on employee engagement.Ensures that all Customer Service Representatives are courteous, professional and attuned to customer needs, with a strong customer focus.Evaluates staff needs and work level requirements to ensure adequate staff availability and job satisfaction, with a high focus on employee retention.Sets objectives for and monitors performance of all customer service staff. Take steps as necessary to ensure staff meets minimum service standards and encourages staff to exceed standards.Proven leadership skills; focused on creating an inclusive and collaborative work environment.Education: Bachelor's degree (BA) from four-year college or university.Required Skills: Proven experience as a Call Center Manager or similar position.Experience evaluating performance against key metrics.Knowledgeable in call center technologyProven leadership skillsProven experience in managing a team of a 100 or more including supervisors, team leads, and front-line staff in a Call Center environment.Problem solving and conflict resolutionProactiveStrong verbal and written communication skillsDesired Skills: Finance and budgeting experience.Tolling industry experience. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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