Lewis James Professional

Customer Service Manager

Lewis James Professional is a woman-owned staff augmentation, project consulting and direct hire search and placement firm. We are currently seeking a Customer Service Manager for a direct-hire opportunity with a financial services client.

Responsibilities:

  • Provides problem-solving capability and direction
  • KPI Performance Management
  • Implement production, productivity, quality and customer-service standards
  • Identify customer service trends and determine appropriate system/process enhancements
  • Create and adhere to standard operating procedures (SOP)
  • Ensure continuous process efficiency and improvement
  • Business Continuity and Disaster planning and execution
  • Human Capital Development & Management including performance management
  • Manage effective communication with team members for both English and non-English associates. Hold leadership meetings with the team. Promote strong relationships with colleagues, clients, and external vendors.
  • Collaborate with business and operations stakeholders
  • Ensure onboarding and thorough training of new hires and cross training with existing staff
  • Ensure that all tasks and duties are completed within the company's set guidelines and regulatory policies.
  • Identify potential obstacles or hurdles in meeting accuracy or performance requirements and incorporating best practices to mitigate and prevent each from occurring in the future.?
  • Function as part of a team to foster smooth efficient workflow?
  • Interact with peers, clients and external contacts promoting strong working relationships; maintaining a positive and professional relationship
  • Plan for and respond to changing management needs and fluctuations of workload

Qualifications:

  • Strong decision-making capability
  • Strong communication skills and ability to easily interface with clients, operations, industry peers, and other external contacts
  • Ability to effectively manage staff time and priorities and adjust to fluctuating workload
  • Capacity to think forward and determine how the team’s performance or information gathering will improve processes in the future
  • Strong interpersonal and relationship service skills
  • Exceptional organizational skills with a keen attention to detail
  • In-depth knowledge of Microsoft Office products, including Excel, Word and Power Point
  • Team builder acting as a mentor in support of widening the team’s skill sets and growth
  • Able to work in a high-pressure fast paced environment and meet numerous deadlines

For immediate consideration, please click “Apply” and use Job Code BHJOB11837_2659. You may also send a copy of your resume to: resumes@lewisjamesprofessional.com and enter only the following job code in the subject line: BHJOB11837_2659. Lewis James Professional is an Equal Opportunity Employer. M/F/D/V