Manager I, Customer Service Support
Core
Leading a team of customer service representatives to achieve service excellence through coaching, training, and motivation.
Role type
Manager I, Customer Service Support
Builds
Efficient operating models and service improvement systems for the Customer Service team
Domain
Eye care / Healthcare
Deliverable
dashboards & analysis
Required skills
Team leadership, On-the-job training, Performance appraisal, Process improvement, Operational reporting, Complaint resolution, Cross-functional collaboration, Compliance management, Change management, Stakeholder engagement
Preferred skills
SAP, Salesforce, OTI process understanding
Responsibilities
Lead and coach customer service representatives, Provide intensive on-the-job training, Prepare performance appraisals, Create efficient operating models, Generate operational KPI reporting, Monitor and resolve customer complaints, Ensure adherence to policies and procedures, Collaborate with key partners, Drive process improvement ideas
Seniority
Manager I, hands-on leadership