Customer Service Telephony Manager

We are seeking a dedicated and experienced Customer Service Telephony Manager to lead our customer service team in delivering exceptional telephonic support. In this role, you will be responsible for overseeing daily operations, ensuring that our customer service representatives provide high-quality service and maintain excellent communication standards. You will develop and implement effective strategies to enhance customer satisfaction, while also managing call center metrics and performance indicators to drive operational efficiency.

Your key responsibilities will include training and mentoring staff to ensure they possess the necessary skills and knowledge to address customer inquiries effectively. You will also be tasked with analyzing call data and feedback to identify trends, implementing improvements to processes, and collaborating with cross-functional teams to resolve complex customer issues. Additionally, you will be responsible for managing staffing schedules, ensuring optimal coverage during peak hours, and maintaining an engaging team environment that fosters motivation and growth.

The ideal candidate will have a proven record of managing a telephony customer service team, with strong leadership and communication skills. A solid understanding of call center technologies and software is essential, along with the ability to analyze data to inform decision-making. You should be detail-oriented, proactive in problem-solving, and capable of driving initiatives that enhance the overall customer experience. A degree in business management or a related field and relevant experience in customer service are preferred.