Customer Service Senior Manager

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Customer Service Senior Manager manages all aspects of an organization's customer service policies, objectives, and initiatives. Provides mentoring, leadership, and organization to managers and supervisors. Being a Customer Service Senior Manager oversees the creation and implementation of efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction. Monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Additionally, Customer Service Senior Manager makes recommendations for changes to products or services based on customer feedback and requests. Engages in resource planning and decision-making. Interfaces with other departments in the organization to ensure the customer service department is prepared to support future products and releases. Typically requires a bachelor's degree or equivalent. Typically reports to a director or top management. The Customer Service Senior Manager typically manages through subordinate managers and professionals in larger groups of moderate complexity. Provides input to strategic decisions that affect the functional area of responsibility. May give input into developing the budget. To be a Customer Service Senior Manager typically requires 3+ years of managerial experience. Capable of resolving escalated issues arising from operations and requiring coordination with other departments.