Customer Service Manager

Akkodis is seeking a Customer Service Manager for a Full-time position with a client located in Lancaster, SC.

Salary Range : $110,000 to $115,000 / Year(The salary may be negotiable based on experience, education, geographic location, and other factors)

Title : Customer Service Manager

Location : Lancaster, SC (Onsite)

Roles and Responsibilities :

• Lead, inspire, and manage the daily work and performance of the department, which includes typical duties, such as managing inquiries, complaints, orders, returns, etc.
• Develop KPIs, reports, dashboards, and agent performance scorecards.
• Leverage data analytics and technology. Drive continuous improvement and remove waste.
• Implement and enforce policies, procedures, and standards.
• Implement and / or maintain tools needed to sustain performance, such as a knowledge base, telephony system, and CRM.
• Mature training programs and cross-train agents to level load work across the team.
• Develop QA / QC program. Coach and mentor to develop team members.
• Work across departments and be relentless at resolving customer issues promptly.
• Perform other duties as may be required in meeting company objectives.

Requirements

Benefits include but are not limited to :

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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and / or security clearance requirements, including, as applicable :