Senior Manager, Customer Service Job Description

Senior Manager, Customer Service Job Description

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Senior manager, customer service provides team leadership, including recruiting/hiring, training, coaching, and prioritization for all Emery Jensen Key Account and Customer On-Boarding Support functions.

Senior Manager, Customer Service Duties & Responsibilities

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

Sample responsibilities for this position include:

Act as a critical advocate for quality improvement and interact with stakeholders at multiple levels and dynamically lead business, product and operations teams to define and deliver solutions
Execute quality monitoring requirements that deliver intent and customer satisfaction goals
Improve customer service quality results by studying, evaluating, and re-designing processes
Develop and execute to quality, process and contact improvement strategies cross-functionally with other peers using multiple data sources (e.g., Voice of Customer, Voice of Associate, and Business Intelligence)
Ensure ongoing success of quality or process improvement strategies across multiple data sources through metrics, measurement and analysis
Translate customer critical quality characteristics to operational requirements and continuous improvement opportunities
Provide authoritative advice and guidance to colleagues, including associate training, coaching or monitoring where appropriate
Experience and knowledge of Customer Service operations and Resource Management/Force to Load modeling
To manage daily activities to ensure smooth and good quality customer service delivery
Good people management skills and able to work under pressure

Senior Manager, Customer Service Qualifications

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

Licensing or Certifications for Senior Manager, Customer Service

List any licenses or certifications required by the position: ITIL, BCSBI, PMP, APICS, ITSM, ISO, QM, COPC, CPP, LSS

Education for Senior Manager, Customer Service

Typically a job would require a certain level of education.

Employers hiring for the senior manager, customer service job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Business, Education, Engineering, MBA, Technical, Business/Administration, Computer Science, Management, Graduate, Finance

Skills for Senior Manager, Customer Service

Desired skills for senior manager, customer service include:

Areas of team leading: Recruiting
Handling service delivery
People management
Key functions of a BPM company – Hiring
Operations
Pricing
Quality
Training
Transition
Customer demands

Desired experience for senior manager, customer service includes:

Lead the performance of a team responsible for a specific element of a business
Drive individual, team and department efficiency and productivity through effective and efficient metric management
Ensure compliance with all third party management (TPM) requirements for repossession agent vendor network
Provide development to the leadership team and associates in the department
Establish the development and execution of repeatable, efficient processes within the team
Maintain high levels of team and individual morale through change and development

Senior Manager, Customer Service Examples

1

Senior Manager, Customer Service Job Description

Job Description Example
Our innovative and growing company is hiring for a senior manager, customer service. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for senior manager, customer service
  • Continually reviews Payroll work practices and procedures for better operational efficiency
  • Directs the collection and communication of information to fulfill Legal, Human Resources, auditors, government and authorized personnel for requests of employee data (i.e., pay stubs, timesheet records)
  • Manages the documenting, updating and maintenance of Payroll process documentation (e.g., VZ Knowledge, job aids, ), web portals and online content, including the Payroll virtual agent
  • Deliver superior compensation, benefits and opportunities for career growth
  • Engage you in a dynamic and rewarding company culture
  • Offer onsite yoga classes, massages, randomly free and good food, friendly greetings, gym equipment and, seriously, a lot more
  • Develop a rigorous device feedback loop to drive accountability for solving customer problems
  • Communication of global process improvement status to senior leadership and cross-functionally
  • Scope and deliver business critical programs with end-to-end program’s strategy and roadmap
  • Liaise with all departments to ensure relevant areas are engaged in time to develop deliverables within their area to support project deliverables
Qualifications for senior manager, customer service
  • 5 years of experience in Managing a large team
  • 2 years of experience in Collections or Call Center
  • Advanced Bachelors degree in a medical or natural science discipline with at least 7 years of experience
  • Must have demonstrated track record of project management
  • 5+ years of service management experience, with proven leadership track record and verifiable history of managing managers of successful, high volume teams
  • Proficient in SAP, BW, Cisco, B2B, EDI
2

Senior Manager, Customer Service Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of senior manager, customer service. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for senior manager, customer service
  • Bridge the gap between the business need and successful IT development, ensuring we deliver quality products
  • Order management process, service model, rules and regulations review and management
  • Order management, quotation review maintenance in the system
  • CIT regional representative of SAP system for China Market Group, SAP access authorization approver
  • FOC credit note and debit note process review and improvement
  • Responsible for Order fulfill rate and delivery service improvement
  • New customer on board, participate customer operational meeting and Customer Pulse communication regarding result and action plan
  • Team management and develop people
  • A Master's in Business Administration, Accounting, Finance, or Economics
  • Experience in the technology and/or telecommunications industry
Qualifications for senior manager, customer service
  • Degree or above in relevant disciplines with professional insurance qualifications (FLMI, ACS)
  • Preference will be given to those with customer services experience in bancassurance field
  • At least 2 years of people managmenet experience
  • Engage country and IB partners to collaborate on opportunities and efficiency savings
  • Maintaining lines of communication with hub network about competitive trends
  • Skilled in project management methodologies with ability to apply a "Lean" approach, communicate ideas, engage and influence stakeholders
3

Senior Manager, Customer Service Job Description

Job Description Example
Our company is looking to fill the role of senior manager, customer service. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for senior manager, customer service
  • Oversees and ensures daily operations are completed according to processes and routines within payment, after sales, and home delivery
  • Provides input to Field regarding HD capacity, pricing and forecast requirements and needs for the location within the service products area, provider performance, and service provider challenges to the Field Customer Experience Advisor
  • A professional certification
  • High degree of strategic and analytical capability, including the ability to analyze a large amount of data
  • Strong strategic skills, with the ability to identify and assess key points, implications and recommendations
  • Familiar with Essbase, Smart View, Hyperion Planning, and Hyperion Strategic Finance
  • Establish, develop and lead business objectives and plans -- including the integration of broad and complete business process changes to support the delivery of program commitments during the 5 year lifecycle of the CS Replatform Project
  • Manage budget, governance, internal controls and project / program compliance
  • To managing contact centre performance to achieve company and department goals and service standard
  • To manage team performance results with Company’s policy in higher retention and orphan management
Qualifications for senior manager, customer service
  • Thorough computer skills using standard software - Microsoft Office, Lotus Notes and Powerpoint
  • Thorough knowledge of process mapping techniques and software
  • Thorough written and verbal communication skills in Spanish and English is required
  • Proven track-record leading high-performing teams
  • SQL experience or comparable data querying knowledge
  • MBA or MSc in science or engineering
4

Senior Manager, Customer Service Job Description

Job Description Example
Our company is searching for experienced candidates for the position of senior manager, customer service. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for senior manager, customer service
  • Develops and implements new processes and procedures to enable the SCSMs to better support the airports, operations and IOC teams
  • To implement and monitor operation complied with Compliance/Regulatory guidelines such client data protection and conduct of Post Sale Call / audit call
  • To support projects/initiatives related to customer service
  • At least 8 years' or above working experience in life insurance, of which at least 5 years at management level
  • Solid experience in call centre operation and strong customer service skill
  • Good leadership and able to motivate team members
  • Strong planning in establishing priority and organizing teamwork
  • An active leader promoting and managing change
  • Grow a profitable service business
  • Assure compliance with FDA requirements for medical devices
Qualifications for senior manager, customer service
  • Demonstrated experience in creating KPIs and building quantitative reporting and dashboards
  • Able to synthesize data and analytics to formulate sound program objectives and goals
  • Goal driven and target orientated whilst able to step back and look at the bigger picture
  • Demonstrate the ability to handle ambiguity, and a preparedness to take on what is necessary to get things done
  • PRINCE2/PMP Certification
  • Degree in Commerce/ Marketing/ Mathematics or relevant
5

Senior Manager, Customer Service Job Description

Job Description Example
Our company is searching for experienced candidates for the position of senior manager, customer service. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for senior manager, customer service
  • Review and track customer complaints
  • Handle complex and escalated customer service issues
  • Develop a robust and insightful suite of management analytics that drives business decisions
  • Identify, develop and lead/support cross-functional/divisional projects in support of the division's goals
  • Analyze the operation, cost and revenue implications of the portfolio of initiatives affecting the CSD division and provide guidance to senior leadership on opportunities to ensure financial and operational performance targets are achieved
  • Oversight of the development, implementation, and approval processes for CS Operating Plans and CS-wide and division goals and metrics
  • Manage Operating Planning methodology for all of CS, including forecasting methods
  • Partner with Finance and IT governing bodies to guide decision making for CS that synchronizes business needs and resourcing with regulatory, financial, and systems needs outlook
  • Directs the analysis of historical work, cost, and resource needs data to identify trends, and bottlenecks
  • Directs the development and maintenance of forecast financial and resource needs for planned work efforts
Qualifications for senior manager, customer service
  • Possess clear understanding of different sales models (eg
  • Practical experience and understanding of the impact of sales channels (eg
  • Practical experience of sales processes (eg
  • Practical experience of change programmes in the sales domain (eg
  • Lead regularly scheduled conference calls to discuss the status of all current call centers
  • Prior Experience managing customer support professionals in a fast-paced, growing, multi-lingual call centers required

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