Customer Service Manager - TS/SCI W/ POLY

Customer Service Manager

Manages the activities of a call center or help desk. Provide a productive and motivating working environment, and addressing any issues/disputes from customers or clients.

Manages customer service professionals directly and/or through subordinate supervisors and offers leadership, coaching, and training.

Acts as advisor to subordinates to meet schedules and/or resolve problems.

Develops and administers schedule and performance requirements; may have budget responsibilities.

Develops and implements call center policies and procedures.

Advises supervisors on how to handle escalated customer service issues as needed.

Monitors call quality and customer satisfaction metrics to improve service levels and assess training needs.

Maintains accurate records of customer interaction and details of actions taken.

Manages staff in recognizing, identifying, isolating, and resolving problems with company or customer products and services.

SCOPE: Manages one or more small to medium sized teams focused on a few or multiple areas. Low to Medium complexity.

EDUCATION AND EXPERIENCE: BA/BS (or equivalent experience), 5+ years of experience

Required certs:

1. Security+CE

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