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Manager, Call Center in Memphis, TN at American Home Shield

Date Posted: 5/19/2018

Job Snapshot

Job Description

We are looking for a Customer Service Manager to join our Memphis Contact Center. This Manager will lead and direct a team of 9 Supervisors and indirectly lead 166 Customer Service Specialist. This position reports directly to the Call Center Director. If you are seeking a high visibility career home that will provide you with the professional progression you are wanting, apply today!!

Job Responsibilities

1.Responsible for driving achievement of assigned goals, metrics and key performance indicators.
2.Coaches and develops team and ensures subordinate supervisors and managers are developing strong teams.
3.Directs all function-related activities within the scope of the operations.
4.Recommends objectives, develops short and long term plans and programs to support company goals and budgets.
5.Reviews performance against plan and approves changes in direction as needed.
6.Ensures continuous review and analysis of processes and procedures to identify and implement operational improvements to enhance efficiency and customer satisfaction.
7.Resolves escalated customer problems.
8.Ensures adequate staffing and productivity level to meet or exceed required performance standards.
9.ServiceMaster Commitment
10.Customer Orientation/Positive Impact
11.Results Orientation/Sense of Urgency
12.Change Mastery
13.Relationship Building/Sensitivity
14.Talent Development
15.Problem Solving and Decision Making
16.Organizing and Planning

Job Requirements

1.Bachelor’s degree and 3 years of customer service operations experience required, or an equivalent combination of education and experience
2.1 years of management experience required
3.Knowledge of call center operations
4.Ability to communicate effectively with large and small groups
5.Ability to influence and persuade others in the process of change management
6.Conflict resolution and negotiation skills
7.Verbal and written communication skills, including public speaking
8.Analytical skills and attention to detail
9.Skill with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)

Disclaimer The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

ServiceMaster is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.

Equal Opportunity Employer–minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity.

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