Posted 2 years ago in Customer Service
This position will be responsible for ensuring a high degree of client satisfaction in responding to client inquiries, developing creative client support policies and procedures, managing the activities of client services representatives (Kaisers) and focused on maintaining the organization’s code and conducts.
The Call Center Manager will provide communication and motivation to CSR staff, monitor and quickly identify the scope and types of issues being reported at all times, and assure that satisfactory resolutions are provided to clients and functional/technical issues are addressed and escalated as needed in a timely manner.
A firm understanding of the diverse needs of clients in the legal and judicial communities, as well as the ability to provide satisfactory responses for clients. Manage and coordinate work duties of CSRs, and assess technical system issues quickly including overall impact to the client community are key responsibilities for this position.
Core Qualification Skill Sets: Customer Service Management and Supervision, Process Improvement, Decision Making, Developing and Managing Processes, Managing Difficult Clients, Demonstrate Poise Under Pressure, Staffing, Planning, Tracking Budget Expenses, Analyzing Information, Setting and Meeting Metrics, Policies and Procedures Standards, Extensive Software Application Support Help Desk Experience, Ability to Emphasize and Maintain Excellent Standards of Service.
Weekdays: Monday thru Friday.8:00am - 5:00pm
Position requires sitting for long periods of time and considerable handling of paperwork, as well as keyboarding requiring repetitive motions with fingers. Must be able to lift between 20-30 pounds.
MMC provides professional, administrative, call center and technical services including technical and non-technical staffing, business process outsourcing, and consulting. MMC principals collectively possess more than 100 years' experience in technical and administrative process development and improvement, including the management of large-scale information technology projects and long and short term staffing assignments. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
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