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Summary of Role: The Actavo's Client Services Manager will be responsible for managing a team of Customer Service Representatives.
Duties & Responsibilities
Manage the interaction between the key stakeholders - CSR's, Operations Management Team, Actavo's Call Centre and the field technician teams
Responsible for objective setting and performance management
Establish systems and processes, with continuous improvement in mind
Responsible for driving efficiencies and meeting budgetary targets
Responsible for the allocation of work and streamlining workflows
Ensure that CSR's answer and resolve inbound call enquiries and demonstrate ownership of customer issues in terms of follow up and escalation of issues
Ensure that CSR's respond to technician's queries, verify appointments and ensure issues are dealt with efficiently and in a timely manner
Ensure that CSR's provide technician's with technical information as required -
Ensure that CSR's assume ownership and responsibility for all assigned calls and ensure strict adherence to Service Level Agreement(SLA)
Ensure database is kept up to date with all correspondence
Ensure that CSR's maintain close contact with technician's at all times
Ensure that CSR's maintain an up to date knowledge of products and procedures to deal with calls efficiently
Ensure that call logs and reports are compiled on a daily and weekly basis
Adhere to all Health and Safety procedures
Knowledge, Skills & Abilities
Strong knowledge and Experience in Call Center Management required
Exceptional customer focus with a positive can-do attitude
5 Years Management experience in a similar role
Courteous and friendly professional telephone manner essential
Excellent interpersonal and communication skills
Excellent literacy, numeric and IT skills including proficiency in Microsoft Office and Excel
Ability to drive Lean projects to gain maximum efficiencies
Ability to work on own initiative and act independently whilst being able to work successfully as part of a team
Strong organizational, time management and problem solving skills
Flexibility in line with business requirements
Ability to represent the company at Client meetings in a professional manner at all times
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Client Services Manager (Call Center)
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