Customer Service Manager Jobs

Customer Service Manager/Ticketing/Call Center

Start: Immediate

Duration Full time

$50.00 PER HOUR + Medical, Dental, Life, 401K PTO Etc

Job Purpose:

Oversee Team of LMS (Learning Management System) Ticketing Agents

Key Responsibilities:

Ensure efficient, compliant operation of the company’s learning systems

• Manage support tickets generated by end user and content owners
• Participate in development and continuous improvement for business processes
• Manage team of ticketing LMS Agents to support employees and content owners in the United States Business Unit
• Participate in audits and support all compliance requests.
• Generate reports & monitor training compliance and adherence to service levels

Requirements

• Must be able manage in ambiguous situation
• Experience managing team of customer service ticketing agents
• Must be extremely customer focused with stellar customer service skills
• Experience creating new, streamlined policies and procedures
• Experience working with and managing diverse populations
• Ability to evaluate and manage agents score cards and implement improvement processes
• Ability to lead, mentor and coach agents
• Ability to put performance plans in place
• Must have experience working with reporting to upper level management/stakeholders
• Must be polished and professional at all times with experience having difficult conversation with agents. Superb soft skills are a must