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Customer Service Manager - Day Shift 🔥


Customer Service Manager Intoxalock (Urbandale, Iowa)

With over 25 years of ignition interlock leadership, Intoxalock has expertise in helping drivers regain their license after a drunk driving charge and preventing any attempts at impaired driving. We have over 2,600 installation locations across the country, offer 24/7 customer service through our website, and are available in all 50 states.

Intoxalock is a workplace you can be proud of. Last year our products stopped 160,000 start-up attempts by drivers who were legally intoxicated. We were also named a Top Workplace for the second time in 2018. Those results are hard to beat!

We hire people who we expect will produce exceptional results, deliver amazing service to our clients including customers, attorneys, state associations and more, and inspire positive change within the company.

The main focus of this role includes:

The Customer Service Operations Manager will play a critical leadership role within the Call Center. This position will be responsible for providing leadership, direction and driving optimal operational efforts within the Customer Service department. He/she will be directly responsible for the performance of all Inbound Phone and Chat Supervisors with indirect responsibility over their teams performance. He/she will manage the day-to-day operational activities, including achievement of service level agreements and continuous development of Supervisory staff. The primary objective of this role will be to maintain a culture centered around engagement, which is expected to yield positive results in employee retention.
  • Monitor real time service needs and align teams activities to optimize customer experience.
  • Manage daily operational activities to drive improvements related to responsiveness, first-call resolution, service-level and efficiency gains.
  • Standardize expectations and engagement activities for all Phone Supervisors.
  • Communicate department policies to ensure consistency in customer issue resolution.
  • Use data, feedback and business knowledge to make recommendations on continuous improvement opportunities within the department.
  • Work closely with Workforce Analyst in determining gaps in coverage and recommend solutions to ensure stabilized staffing throughout each daypart in 24x7x365 environment.
  • Coordinate with alternate shift Operations Manager to ensure alignment and consistency of customer experience.
  • Participate in weekly monitoring and calibration sessions; ensure alignment across Supervisory team on alternations or possible interpretations.
  • Establish, review, and update processes and behaviors for associates to identify, respond to, and resolve customer issues on the first contact in a manner that produces an improved customer experience and eliminates the need for repeat contacts.
  • Closely monitor agent performance details and lead Supervisors on proper coaching practices and performance improvement plans to develop front-line support.
  • Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
What we are looking for in a candidate:
  • A minimum of 3+ years managing Call Center operations, preferably in an inbound Customer Service capacity.
  • Prefer a minimum of an Associates Degree or equivalent experience. Bachelors Degree a plus.
  • Ability to lead, develop and motivate a team of on-site and remote team members.
  • Extremely strong organizational, planning and problem-solving skills with the ability to prioritize multiple issues and produce viable solutions.
  • Friendly, patient and helpful customer-centric focus on resolving issues.
  • Use of critical thinking and judgment skills to make a sound decision once all aspects of the review have been completed.
  • Excellent oral and written communication skills and the ability to effectively communicate to a broad customer base.
  • A sense of urgency, a strong work ethic, and a positive attitude
  • Excellent computer skills and knowledge of Call Center technology required.
Does Intoxalock sound like a great fit for you? Apply today!

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