At a Glance
- Tasks: Lead a team of customer service agents to deliver top-notch support and achieve goals.
- Company: Join a dynamic company focused on customer satisfaction and team development.
- Benefits: Competitive salary, career growth opportunities, and a supportive work environment.
- Other info: Opportunity to innovate and improve processes in a fast-paced setting.
- Why this job: Make a real difference in customer experiences while developing your leadership skills.
- Qualifications: Experience in customer service and strong leadership abilities required.
The predicted salary is between 36000 - 60000 € per year.
Other U.S. locations will be considered.
Summary: The Customer Service Manager assists in overseeing the day-to-day operations of the Contact Center activities. This includes managing, monitoring, coaching, and developing 10+ assigned Contact Center agents to provide best-in-class service, execute their tasks, and achieve Contact Center goals and objectives.
Job Duties:
- CONTACT CENTER PERFORMANCE
- Manages, monitors, and leads daily activities of direct reports to ensure service levels and goals are met.
- Participates in the interviewing and selection process for internal and external applicants.
- Participates in the Quality Assurance process by monitoring and scoring calls.
- Monitors and manages call volume, including managing staff scheduling and attendance to ensure appropriate phone coverage in order to maintain a high level of service.
- Assists with customer telephone calls when service levels are in jeopardy.
- Handles elevated customer calls referred by staff.
- DEVELOP COLLEAGUES
- Executes call monitoring, coaching and training initiatives, as needed.
- Responsible for carrying out performance measurement and evaluation of direct reports to ensure performance goals are met/exceeded.
- Prepares and delivers performance appraisals, individual development plans and performance improvement plans (if needed) to direct reports.
- Actively participates in and/or facilitates Department/Company meetings.
- Ensures agents are adequately trained and have the necessary support, knowledge and tools to accomplish their goals in their specialized area. Includes identifying training needs and developing appropriate training to enhance staff production.
- Creates and ensures Contact Center procedures are updated and appropriately communicated to agents.
- OPERATIONAL ACTIVITIES AND CONTINUOUS IMPROVEMENT INITIATIVES
- Continually evaluates work output and processes for direct reports and across the Customer Service team to ensure alignment, overall effectiveness, and to identify improvements for the business and the customer.
- Works closely with laboratory staff to resolve technical issues.
Manager, U.S. Zrl Customer Service employer: Zoetis
As a Customer Service Manager at our company, you will thrive in a dynamic and supportive work environment that prioritises employee development and well-being. We offer comprehensive training programmes, opportunities for career advancement, and a culture that values collaboration and innovation, all while being located in a vibrant area that enhances your work-life balance. Join us to make a meaningful impact while enjoying the benefits of a forward-thinking organisation committed to excellence in customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, U.S. Zrl Customer Service
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Customer Service Manager role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions related to managing teams and improving customer service. We recommend doing mock interviews with friends or using online resources to get comfortable with your responses.
✨Tip Number 3
Showcase your leadership skills! When you get the chance to speak about your experience, highlight specific examples of how you've coached and developed team members in previous roles. This will demonstrate your ability to lead a Contact Center effectively.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our company.
We think you need these skills to ace Manager, U.S. Zrl Customer Service
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Customer Service Manager role. Highlight your leadership experience and any relevant metrics that showcase your ability to manage a team effectively.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about customer service and how you can contribute to our team's success. Share specific examples of how you've improved service levels or developed colleagues in previous roles.
Showcase Your Coaching Skills:Since this role involves coaching and developing agents, be sure to mention any experience you have in training or mentoring others. We want to see how you can help our team grow and achieve their goals.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at Zoetis
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Customer Service Manager. Familiarise yourself with managing contact centre operations, coaching agents, and ensuring service levels are met. This will help you answer questions confidently and demonstrate your knowledge.
✨Showcase Your Leadership Skills
Be prepared to discuss your experience in leading teams and developing colleagues. Think of specific examples where you've successfully coached agents or improved performance. Highlighting your ability to manage and motivate a team will resonate well with the interviewers.
✨Prepare for Scenario-Based Questions
Expect questions that assess how you would handle real-life situations in a contact centre. For instance, how would you manage high call volumes or deal with an escalated customer complaint? Practising your responses to these scenarios can give you an edge during the interview.
✨Demonstrate Continuous Improvement Mindset
Discuss your approach to evaluating processes and implementing improvements. Share examples of how you've identified training needs or enhanced procedures in previous roles. This shows that you're proactive and committed to driving success within the team.
