Customer Support Manager

Pittsburgh, Pennsylvania 15068 | Direct Hire

Post Date: 11/30/2017 Job ID: 15468 Industry: CUSTOMER SERVICE
Customer Support Manager / Call Center Supervisor
Pittsburgh, PA

Pay Rate:   $47K - $55K

Our client in the Pittsburgh, PA area has a full-time, direct hire opening for a Customer Support Manager.

Looking for a candidate with a Bachelor's Degree or at least 4 years' experience. Must have experience managing a large customer service/call center team (20+ individuals).

In this role, you will be responsible for supervising day-to-day operations within the Order Processing Department. This includes personnel (customer facing and non-customer facing staff), workflow, special projects and problem resolution.

  • Supervises department workflow to ensure department metrics and goals are met
  • Reports daily workload, tracks operational targets and troubleshoots on an ongoing basis to improve efficiencies and quality throughput the department.
  • Coordinates with department management and other supervisors to ensure coverage and efficient use of resources, to support fluctuations in order volume and mix.
  • Works closely with Sales Support, Inside Sales, and Manufacturing teams to resolve issues in a timely manner
  • Manages personnel by time card sign offs, evaluations, interviewing and hiring, discipline and terminations, and ongoing performance tracking and coaching.
  • Plans and schedules staff to service fluctuating workload.
  • Maintains quality targets and drives continuous improvement, through error tracking, analysis, coaching, and identifying and pursuing process improvement opportunities as a member of the department management team.
  • Bachelor's Degree or minimum of 4 years’ experience in customer service operations, or equivalent environment.
  • Experience supervising a group of at least 15-20 employees preferred.
  • Process Improvement experience.
  • Strong client-facing and interpersonal skills
  • Strong leadership and mentoring skills.
  • Excellent organizational skills and multi-tasking ability
  • Analytical skiils
  • Solid verbal and written communications skills.
  • General Computer skills (Microsoft Office (Word, Excel, etc.; experience with graphics software such as Illustrator, Photoshop, etc. a plus).
Customer Support Manager / Call Center Supervisor - 15468

Steve Less
Accounting/Finance Recruiter

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