Customer Service Manager Spanish, Cork
Purcell O' Leary
3d ago

Purcelloleary have been assigned to recruit for the role of Customer Service Manager with a leading multinational company.

This company embrace diversity and inclusion, they offer many opportunities for their employees.

The Customer Service Manager will be responsible for the following :

Customer Service Manager Spanish People Management

Coordinates staff recruitment and effectively manages and develops individuals to deliver objectives

Provides support for direct reports, including Performance Management and Development plan

Provides feedback and coaching on individual performance through metrics and scorecards

Monitors agents, providing feedback and coaching to ensure contact consistency standards and the average monitoring scores meet or exceed established standards

Manages daily team operations to effectively achieve individual and team goals

Assigns individuals to day-to-day activities and provides team resource

Ensures operational goals are met with best in class processes / systems and within compliance boundaries

Provides input and feedback to continuously improve daily processes

Facilitates meetings to communicate team performance goals and results and general business needs

Customer Service Manager -Partnerships

Partners with Workforce Management to ensure staff is properly scheduled to meet customer needs

Collaborates with Reporting to ensure metrics available for performance purposes

Support projects as needed to improve company performance

Attends meetings that support management of the contact center business

Work with Senior Manager and Director to develop and maintain relationships

Customer Service Manager Spanish Compliance

Creates an environment that expects compliance

Monitors team’s compliance with The Red Book, policies and training

Recognizes and follows all compliance policies, laws, regulations and The Red Book

Completes all training and associated tests on time

Integrates compliance into daily activities

Cooperates with investigations, monitoring and audits

Complies with any corrective actions

Responds appropriately to reported and known / suspected compliance violations

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