Customer Service Team Manager Job Description

Customer Service Team Manager Job Description

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Customer service team manager provides pre Planning Advisors with proper training regarding sales techniques, legal requirements, and company products, policies, and procedures.

Customer Service Team Manager Duties & Responsibilities

To write an effective customer service team manager job description, begin by listing detailed duties, responsibilities and expectations. We have included customer service team manager job description templates that you can modify and use.

Sample responsibilities for this position include:

Planning to ensure that any changes impacting existing service or new systems migrating into the service are planned diligently and delivered seamlessly to cost, quality and timescales required
Adapt quickly to systems
Leading a team of up to 20 people in IT Service Desk resolving incidents, service requests and requests for information raised by internal customers
Influencing the strategy and direction of IT Service Desk
Planning proactively to ensure that IT Service Desk is able to provide effective support for all services and is positioned to provide effective support for new services, as they become live
Being responsible for all aspects of Personal development for direct reports recruitment into the team
Identifying ways to increase employees' motivation, to create an environment that is fun to work, where communication is open, honest and frequent leading to high employees morale, low attrition and low absenteeism
Communicating technical and non-technical information to both the team and leaders
Building relationships with other support teams/liaison point for other support teams
Acting as first level escalation point for issues relating to the customer

Customer Service Team Manager Qualifications

Qualifications for a job description may include education, certification, and experience.

Education for Customer Service Team Manager

Typically a job would require a certain level of education.

Employers hiring for the customer service team manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Business, Health Care, Financial Services, Performance, Business/Administration, Computer Science, Science, Education, MBA, Engineering

Skills for Customer Service Team Manager

Desired skills for customer service team manager include:

Applicable services
Banking operations
Products and systems
Process Improvement approaches
Labor contracts and HR/Organization/Department policies and procedures
Company products and procedures
MS Office suite of products skills
Systems
Banking regulations
Documentation and legal requirements

Desired experience for customer service team manager includes:

Ensuring Service Level Commitments are met
Being a process co-ordinator for key Service Desk processes, encouraging people to adhere to processes, participating in reviews to improve the process and eliminate non value add activity
A solid understanding/experience of the financial services industry, with investment product knowledge strongly preferred
Ensure compliance with operational instructions state and federal regulations
3+ years of managing and influencing teams
A minimum of 5 years work experience in a customer service role or Business Analyst role

Customer Service Team Manager Examples

1

Customer Service Team Manager Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of customer service team manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer service team manager
  • Evaluates calls as per the CSR Quality Program
  • Recognising sales, consultancy and care opportunities
  • Managing customer and team expectations
  • Monitoring the quality of service and customer satisfaction using both formal and informal methodology to ensure contracts are retained
  • To deliver software updates and workshops
  • To manage customer communications and customer expectations
  • Drive individual metrics of associates on team (handle times/schedule adherence)
  • Managing and leading both the wholesale and retail customer service teams (4 people total)
  • Knowledgeable of key processes, business initiatives and internal resources in order to assist the sales team in accomplishing company goals
  • Manage and actively analyze the open order reports to best meet or exceed sales targets
Qualifications for customer service team manager
  • A clear understanding of the fit between customers and SIMS services
  • Communicates both upwards and downwards on the key issues to ensure things get done
  • In leading a group meeting, can facilitate different points of view without deviating from the overall agenda
  • Facilitates creative thinking in others
  • Outstanding leadership and mentoring abilities
  • Experience of delivering results consistently
2

Customer Service Team Manager Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of customer service team manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer service team manager
  • Have knowledge in Excel & MS Office Suites
  • Be able to analyze data & reports
  • Resolve issues and have the ability to step in and assist the team
  • Support targeted sales goals via up-sell, cross-sell techniques
  • Management of staff to deliver maximum productivity
  • Responsible for the recruitment, induction and performance management of the team
  • Monitor and plan resources to ensure that there is sufficient in place to provide a high standard of service to both internal and external customers
  • Identify training needs and build individual plans to ensure that members of the team have the necessary skills to perform their duties to the high standards required
  • Recognise and reward good performance within the team and continually motivate and build team morale
  • To impart information, identify operational issues and share knowledge with the team by way of regular team meetings and 121’s
Qualifications for customer service team manager
  • Ability to challenge the status quo, champion change and implement new initiatives, create positive energy in teams around the future, inspire the team to believe in themselves and what they are doing
  • The ability to think outside the box, envision solutions and proactively problem solve all issues for the overnight team
  • Ability and desire to work a schedule that is overnight and includes weekends and holidays
  • Strong proficiency in core Human Capital functions Change leadership/ Project management skills required
  • Commercial Real Estate, Facilities, or Property Management experience preferred
  • One year of experience in a leadership role
3

Customer Service Team Manager Job Description

Job Description Example
Our company is looking to fill the role of customer service team manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer service team manager
  • Build processes and cross-functional working practice that improves single contact resolutions capability and performance in the team
  • Review, write and implement procedures to support the appropriate level of service delivery in line with Company Quality Management system making it easier for the team to perform their role, by having access to the information quickly and easily
  • Coach, counsel and discipline employees as necessary
  • Resolve issues by working effectively all other Departments
  • Reviews and analyzes call center results and performance trends to identify results improvement opportunities revenue growth and expense control
  • The Manager must communicate policies to associates and become the primary information source for staff
  • Lead, motivate and develop a team of Customer service Advisors to provide service excellence
  • To manage by monitoring behaviours and outputs against agreed objectives to ensure all individual, team and department objectives are achieved
  • Supervise and support shift members ensuring that calls are dealt with in a professional and effective manner
  • Ensure that departmental key tasks and objectives are met
Qualifications for customer service team manager
  • 2+ years experience in team or project management
  • Able to work with minimal supervision in a fast paced environment
  • ITIL and ITS process knowledge
  • Understanding of user/customer perspective and the impact of technical and application problems on their customer’s business
  • Two year degree, preferred Bachelor’s degree
  • Minimum two year’s experience in Customer Service or minimum one year experience in another similar leadership role
4

Customer Service Team Manager Job Description

Job Description Example
Our growing company is looking to fill the role of customer service team manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer service team manager
  • Answer breakdown calls from customers and allocate to pertinent Rental Support Technicians, logging and recording all calls
  • Ensure that on call cover is provided
  • Analyse and assess development needs, providing the most effective form of intervention, by delivering coaching sessions, reviewing behaviours, holding monthly 121 meetings, and proposing individual training needs to include Personal Development Logs
  • Minimise potential complaints by demonstrating and encouraging standards of work and behaviours
  • Manage call centre traffic in line with set objectives
  • Monitor calls as part of training and measurement of performance and delivery
  • Provide regular management information against KPIs and objectives
  • Deal with escalated queries
  • Overall objective is to ensure team operates at highest level of quality and productivity
  • May handle escalated customer complaints
Qualifications for customer service team manager
  • Mastery of written and verbal language skills in English and Italian
  • Mastery of written and verbal language skills in English and German
  • Supervision of customer service teams
  • Proven experience of building high performing, enabled teams
  • Deal with all HR aspects of the management of your team including recruitment, absence and performance management and dealing with any behavioural issues
  • Ability to approach sensitive issues with tact, diplomacy and confidentiality
5

Customer Service Team Manager Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of customer service team manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer service team manager
  • May coordinate or lead special project management in any area of Customer Service and/or Operations
  • Duties are frequently non-routine and reflect substantial variety, flexibility and complexity
  • Acts as Key Affiliate Manager for one of our markets
  • Develops new service concepts for the markets you are responsible for and makes sure successful implementation
  • Guides and supervises a group of multilingual call advisors
  • Detects training needs
  • Informs call advisors about changes, marketing campaigns, new procedures
  • Resolves problems and back up questions of call advisors
  • Develops and grows professionally your team of call advisors
  • Evaluate call advisors skills
Qualifications for customer service team manager
  • Methodical and attentive to details
  • Ability to work on own initiative and prioritise workload effectively
  • Understanding of how to work in a confidential environment with high standards of professionalism and ethics in relation to personal information
  • Experience of working in a fast paced call centre environment
  • Create positive energy in teams around the future, inspire the team to believe in themselves and what they are doing
  • Willingness to work weekends, holidays, and/or overnight shifts

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