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Customer Service Manager


EagleView | Operations | Rochester, NY

The Customer Service Manager is responsible for the smooth, efficient and profitable operation of our Customer Service department.  Generally, this role helps develop customer service policies and procedures for a call center designed to handle multiple inquiries from customers.  

Primary Responsibilities

  •  Manage and monitor the company call center
  • Define and implement best practices in support of organizational goals
  • Coordinate and monitor the work of the Customer Service Representatives in order to develop and maintain customer service standards, policies and procedures
  • Ensure quality customer service
  • Assist in the development and implementation of strategic plans for operational activity
  • Establish organizational structures and delegate tasks and accountabilities
  • Coach and supervise management staff and monitor and evaluate performance
  • Assist with the preparation of operational budgets and plan effective strategies for the financial well-being of the call center
  • Enhance, promote, and facilitate 
  • Other duties as assigned
Skills & Requirements

  • 3+ years’ experience managing a medium-sized production operation in one or more of the following areas:manufacturing, call-center or processing center
  • Demonstrated experience in production management and organizational effectiveness
  • Knowledge of business management principles and practices
  • Experience with project management including implementation and evaluation
  • Solid experience managing others including development and coaching
  • Demonstrated experience in quality control and assurance
  • Excellent verbal and written communication skills
  • Financial experience managing and formulating operational budgets
  • Critical thinking, analytic and problem solving skills
  • Planning and organization
  • Decision-making
  • Influencing and leading
  • Conflict management
  • Adaptability
  • Team work
  • BA or BS Degree, preferably in management or business administration
  • Knowledge of LEAN, Six Sigma a plus

EagleView® offers competitive pay and robust benefit plans along with the opportunity to grow your career in a fast-paced, fun and casual environment.

EagleView and its subsidiaries are committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. EOE/AA. Minority/Female/Disability/Veteran.