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For your reference, we have included the original job posting below.
Customer Service Manager
Job Number:
44109107
Company Name:
Securus Technologies
Job Location:
Carrollton, TX US
Job Category:
Public Utilities & Services
Customer Service Manager
Customer Service Manager Location: Carrollton, TX Company Order Number: K-2811 # of openings: 1
Description
Job Purpose The Customer Service Manager is accountable for the daily service to our customers. Responsibilities include recruiting, training and managing a team of associates, analysts and trainers. The Manager will use a hands-on problem solving approach with customers, vendors and other support personnel. They will interface closely with appropriate organizational functions and customer contacts. Demonstrated ability to effectively coach, mentor and lead large teams, solid analytical and problem solving skills, effective in dealing with multiple clients, direct reports and projects a must. Ideal candidate will have strong proficiency in business planning, budgets, information technology and excellent written, verbal and interpersonal communication skills. Principal Accountabilities or Duties: * Lead quality efforts to maximize customer contact performance and productivity via current and future customer touch points. * Serve as a business unit leader by building and growing strategic and consultative partnerships between functional departments and learning, development and planning * Lead process improvement to reduce risk, increase efficiency, lower cost and improve quality * Coach, develop and mentor personnel on effective implementation of concepts, practices and procedures. * Coordinates and facilitates management development activities at the call center level. * Manage customer training delivery in the call center and corporate headquarters * Develops and/or implements training/learning strategies to impact overall call performance. * Participates in the development of and implements training program initiatives. * Ability to organize and follow-up on multiple tasks/details with accuracy and timeliness. * Strong verbal and written communication sills. * Good organizational, time management, and detail skills. * Ability to make decisions and solve problems. * Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds. * Ability to provide effective management and direction. * Ability to develop employees through motivation and training. * Ensures competence and continuity of qualified customer analysts through optimum selection, training and development, appraisal and motivation techniques. * Ensures high level of customer service staffing levels through efficient scheduling and adjustment to meet peak service demands. * Ensures achievement of all system, team and individual Customer Service goals and standards, including the achievement of all Sales and Quality performance metrics. * Participate in the preparation of call center budgets. * Manage and coordinate the implementation of new products and itude or Decision-making Anticipates problems; manages prevention; recognizes key issues in problems, evaluates solutions for long and short term benefits; makes appropriate decisions; exhibits sound judgment; involves key stakeholders from other functional area in problem resolution; identifies, assimilates and comprehends elements of a problem; seeks out required information; isolates and interprets implications; identifies solutions
Qualifications: Demonstrated experience in leadership, facilitation and development of team members to meet or exceed customer service objectives. Experience in collaborating with business partners both within and outside of the business group. Demonstrated experience in quantifying and qualifying operational program effectiveness. Excellent communication skills. Proven experience in working with all levels of staff. Strong organizational skills, ability to manage complex projects, and processes. Strong leadership, communication and interpersonal skills. Technical Experience at a level to enable understanding of technology, services being offered and its impact to the business. Preferred: * 3-5 years of Call Center Management Experience in Telecom environment and has managed Supervisors, Team Leads and Associates ----------------------------------------------------------------------------------------------------------------------------------------------------- At Securus, we’re committed to connecting what matters. Securus provides leading communications solutions for the corrections industry. Specifically, we install and centrally manage state-of-the-art call management and communications systems for use by correctional facilities, and offer a variety of convenient payment products and services to inmates and their friends and family members. Headquartered in Dallas, Texas, Securus employs more than 900 employees who serve approximately 2,400 correctional facilities in 44 states and over 850,000 inmates nationwide. With more than 67 industry patents and many more pending, we’re also the industry’s leading innovator. Company fast facts * Founded in 1986, headquartered in Dallas, TX * 25 years experience serving the corrections industry * Service to approximately 2400 correctional facilities and over 850,000 inmates in 44 states * In-sourced customer and technical services teams that operate 24/7/365 * Industry’s number one innovator, with over 67 patents and more than 50 pending * Largest team in the industry with approximately 800 associates nationwide * SAS 70 and Sarbanes Oxley compliant * Over 200 associates located within proximity to the facilities we serve * Secure Call Platform (SCP) is the leading platform in the industry with over 1000 installations * Over $17 million in reinvestment in company in last two years Apply online *Phone calls will NOT be accepted.
