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Manager, Customer Service

MANAGER, CUSTOMER SERVICE

What We Need:

The Manager of Customer Service's primary responsibilities are to supervise the day to day operations of our customer service team. The manager will hold customer service employees accountable for meeting performance metrics in alignment with key company objectives centered on service, retention, quality of service, customer satisfaction and other KPI’s.

Secondary, the Manager of Customer Service will assist in building and maintaining strong relationships with our chosen outsourced Service Partners and will have a shared responsibility for the operational performance of these vendor teams.



What You Will Do:

• Motivate, mentor and develop each supervisor and provide guidance on key company objectives as outlined by management
• Review and record agent and supervisor weekly/monthly performance
• Handle customer escalations as necessary and manage customer issues as they arise during day to day operations
• Lead the interviewing, selection, and training of new customer service representatives, supervisors, and other customer service team members
• Assist in generating knowledge base, training and customer facing documentation
• Build strong relationships with our chosen outsourced Service Partners and hold them accountable for their SLA’s and performance
  

Who We Think Will Be A Great Fit:

• Excellent verbal and written communication skills
• 5 or more years of experience in customer care and/or contact center management
• Strong operational management capabilities, with a proven track record of delivering results against key performance targets
• The ability to interact professionally and effectively with a diverse group of internal and external stakeholders
• Working knowledge of contact center KPI’s
• A ‘can-do’, results driven, attitude
• Strong affinity with computer games and knowledge of the 2K library of games
• Experience with Zendesk, helpdesk software or issue/bug tracking tool

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