IDEMIA · 9 hours ago

Manager Customer Service

United States

Full-time

Remote

Mid, Senior Level

3+ years exp

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Responsibilities

Comprehensive knowledge of Idemia Customer Solutions operations. Develops and administers call center policies governing scheduling, call and case handling, and customer service. Works closely with the knowledge management team to build effective Tier 1 KB support articles for both internal and external customers with a goal on first contact self-service resolution.

Reporting and dashboards. Maintain and build detailed dashboards that track case management and team performance for both internal and external customers. Provide regular reports as well as ad-hoc reports.

Collaboration with peers. Works with other CS Managers and support teams to ensure best in class service is provided. Creates cross functional teams that can support several product lines for

Qualification

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CRM managementPhone systems managementRemote contact centers managementContact center managementSalesforce Service CloudDashboard buildingTeam metrics managementJabberCisco

Required

CRM management experience - Salesforce Service cloud experience a plus.

Experience managing phone systems – queues, scheduling, skills setting and building effective dashboards for the support team and supervisors to monitor the health of the support queues and minimize average hold times.

Expertise managing remote contact centers and managing team metrics to achieve goals and meet SLAs. Jabber/Cisco a plus.

BA Degree or equivalent

3-5 years’ experience managing contact centers or support teams.