Customer Service Manager

FLSA Status: Non- ExemptReports To:  Director, Customer ServiceJob Type: Regular 1099 ContractJob Status:  FilledWork Schedule: TBDPositions Supervised: Team Leads, QA, SME &  Data AnalystDepartment: Customer ServiceMust be willing and  able to work 11AM-8PM EST
Who We Are:
At Ryze, we value the daily rituals, for body and mind, that enable us to rise to life’s occasions and reach our greatest potential. We are offering a daily ritual to keep the body fueled and the mind clear. We feel excited to win the day and are grateful that you’re joining us! RYZE is all about YOU and carving your own path in the world, and making your own impact on it.
Who You Are:
The Customer Service Manager is an energetic multi-tasker who is a responsible leader for continuously improving world class customer and partner experience through multi-disciplinary global contact centers and related functions. You will oversee contact center functions while leveraging innovative work methodologies, process improvements, technology, and analytics & insights to deliver best in class partner and customer experiences and operational excellence.
What You Will Do:

• Set goals and actively provide team members with coaching, feedback, and development opportunities
• Drive the engagement, development, and performance of all members of the team
• Foster a positive and collaborative work environment that promotes teamwork and employee motivation
• Provide guidance/support on how to appropriately handle customer escalations
• Monitor team members’ interactions with customers to ensure quality and consistency
• Assist with resolving complex customer problems/complains
• Lead projects and initiatives to identify and eliminate root causes for customer pain points, escalations and enhance customer experience
• Work closely with direct reports and training team to help develop and delivery training programs to enhance the knowledge and skills of the Customer Service team
• Assist with facilitating necessary resources to ensure the team is well-versed in product knowledge, company policies and Customer Service techniques
• Track and analyze Key Performance Indicators (KPIs), such as response times, resolution times and customer satisfaction scores
• Continuously evaluate and improve Customer Service processes and workflows to enhance efficiency and effectiveness
• Implement best practices and innovative solutions to streamline operations
• Gather, analyze and create action plan in response to customer feedback, reviews and complaints
• Utilize customer feedback to make informed decisions and improve service quality
• Works cross functionally with the quality and training team
• Plan and manage team schedules to ensure coverage during peak service hours
• Allocate workload effectively among team members, considering their skills and strengths
• Communicate departmental goals, performance expectations and changes to team members
• Prepare and present regular reports on team performance to upper management

What You Bring:

1. High School Diploma with 5- 7 years’ experience leading contact centers and/or customer experience centers. Bachelors Degree preferred
2. 5+ years’ experience leading contact centers in an outsourced environment preferred
3. Progressive experience in designing and implementing world-class partner and customer experiences through people, process, and technology.
4. Experience developing and implementing operations improvement strategies for global contact centers
5. Comfortable with a fast-paced environment and all aspects of change management
6. Progressive experience in building, scaling and leading large teams (including outsource agents) and developing leaders and managers.
7. Experience leading transformation and continuous improvement initiatives

 

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