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Customer Service Senior Manager

Responsibilities:

The Customer Service Senior Manager will be responsible for leading, coaching and developing a team of employees within the customer service department in all aspects of daily business including accepting and processing customer orders in a timely and accurate manner, determining and meeting customer requirements and expectations, assisting in the sales and delivery process, and meeting service level expectations. This position is recognized as a leader, sets the example, facilitates growth in their team, empowers their team to give the customer benchmark service and provides hands-on support when necessary. Overall, a Customer Service Senior Manager ensures the customer service center runs smoothly.

Primary Job Responsibilities:

The responsibilities of this position include, but are not limited to:

  • Conduct workforce planning to forecast and execute on adequate staffing levels based on business demands; assess talent gaps and execute against actionable talent plans to ensure we have the right people and skills in the right places.
  • Plan and facilitate weekly team meetings with direct reports to communicate relevant company, operational, system, product and/or departmental activities; take action on feedback or information received.
  • Conduct regular calls with sales and manufacturing senior leadership to improve communication across departments and ensure the goals and standards of the company are being met.
  • Aggregate and monitor call center reporting analytics to keep track of employee and operational productivity and performance; analyze performance data and recommend strategic changes that will drive continuous improvement in the call center s performance.
  • Meet call center financial objectives by tracking and monitoring yearly expenses and initiating corrective actions to meet or exceed budget.
  • Maintain confidentiality when dealing with personnel matters to foster open communication and trust in handling sensitive matters.
  • Cultivate an environment of trust, teamwork and respect to maintain a highly engaged and motivated team.
  • Manage all aspects of performance, development, coaching, and corrective action of direct reports to encourage professional growth.
  • Maintain a supportive, visible and positive presence in the department, and ensure supervisors and team leads are visible and accessible as well. Coach supervisors and team leads on compliance and adherence to consistent company practices.

Job Skills:

This position should possess the following skills/knowledge:

  • Outstanding verbal and written communication
  • Proven coaching skills and development skills
  • Ability to analyze data and call center statistics and translate results into better solutions
  • Process oriented individual with ability to document, implement and ensure adoption of detailed procedures
  • Strong computer skills with proficiency using MS Office

Educational Requirements and Preferred Experience:

  • Bachelor s Degree Preferred or equivalent experience (i. e. 5+ years of comprehensive call center management
  • Prior experience with implementing and designing service center technology including telephony and CRM
  • Prior experience with leading employee s through re-organization and process change
  • Proven leadership track record and verifiable history of managing and coaching successful teams including remote employees
  • Proven ability to close performance gaps

The successful candidate must bring a high value of ethical, intellectual, professional and personal values that complement the team:

A collaborative leader who is confident and assertive in style, but respectful of others; Team-oriented with the ability to build deep relationships and earn the respect of others

A critical thinker with a continuous improvement approach to completing work

Ability to foster strong team morale and brings fun to the workplace; shares wins and successes; fosters open dialogue

Someone who models our ADS Leadership Attributes: Sets our Agenda, Raises the Bar, Inspires Others, Finds a Way, Enables our ADS Core Values, and Delivers Results

EEO Statement

Advanced Drainage Systems is proud to be an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.



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