Customer Service Center Manager
Purpose of Position
The Customer Service Center Manager located onsite in the Omaha location is responsible for managing and coordinating the operations of the Customer Service Centers. The person in this role will execute the strategies, vision, policies and processes as set by the North America Senior Director of Customer Service. The CSC Manager will lead and motivate the CSC team of supervisors, coaches, team leads, and CSR's to consistently deliver the optimal Rentokil North America customer experience. In addition, this individual will be responsible to oversee Supervisors remotely. They will help ensure proper staffing levels are accomplished in the most commercially responsible methods, and that all colleagues are effectively trained and capable to conduct their roles. This position is also responsible for tracking performance against quality, cost, and customer experience metrics, on a daily, weekly, monthly basis, constantly making recommendations to continuously improve.
The CSC Manager will communicate, implement and follow customer service policies and procedures, as well as develop, recommend, and coordinate the implementation of new procedures with the support of Human Resources. This position is also responsible for coordinating the customer service function with other departments and partners with the markets within the business to achieve goals.
The CSC Manager is accountable for the CSC budget and meeting financial objectives, as well as being responsible for the performance and results of a medium-sized team.
Primary or Key Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Responsibilities and essential job functions include but are not limited to the following:
Program of Study
Years of Experience
Type of Experience
Customer service lead experience
Proven management and leadership experience and functional area expertise
This is a full-time position. While the Customer Service Center Manager will report to a call center office setting, travel to North America sites will be required upwards of 25% of the time, including overnight travel.
Work Schedule: This job tends to have regular office hours but may have extended hours due to time-sensitive deadlines and time frames. Days and hours of work are Monday through Friday. Evening and weekend work may be required as job duties demand.