- Responsible for the supervision and managing a team of team leaders
- Provide day-to-day leadership to ensure a high-performance, customer service-oriented work environment that supports achieving the Department’s and the District’s mission, objectives, and values.
- Prioritize, assign, and supervise the work of all Customer Service Representatives. Provides coaching and guidance for performance improvement and development; directs and oversees the training of new representatives.
- Plans and implements work programs and customer service activities: Modifies departmental procedures and processes; creates quality assurance tools to ensure completion, quality, and timelines
- Write and conduct formal performance appraisals
- Assumes complex and specialized customer relation situations involving upset and dissatisfied
customers and requiring sensitivity and sound judgment; takes action to resolve complaints where
appropriate, providing information and handling issues, request, and complaints - Participate in groups and committees that affect District operations, policies, and procedures.
Proven experience in the same role ( preferably in the UK & US markets)Supervisory Skills and Customer Service ManagementFluency in English is a mustExperience in Customer Support and Customer Service is a mustStrong problem-solving and conflict-resolution skillsExcellent verbal and written communication skillsAbility to work well under pressure and meet deadlinesKnowledge of customer service software and toolsBachelor's degree in Business Administration or related field