Customer Service Senior Manager
Also referred to as: Customer Service Senior Manager, Customer Care Senior Manager, Customer Support Services Senior Manager
Requirements and Responsibilities
Manages all aspects of an organization's customer service policies, objectives, and initiatives. Provides mentoring, leadership, and organization to managers and supervisors. 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. 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. 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. Typically requires 3+ years of managerial experience. Capable of resolving escalated issues arising from operations and requiring coordination with other departments.
Similar Jobs:  Customer Service Manager, Customer Service Director, Field Service Senior Manager, Customer Experience Senior Manager, Customer Service Supervisor, Top Customer Service Executive, Technical Customer Support Manager, Customer Service Representative I, Customer Service Team Leader
Level of Education:  Customer Service Senior Manager Salaries with No Diploma, Customer Service Senior Manager Salaries with a High School Diploma or Technical Certificate, Customer Service Senior Manager Salaries with an Associate's Degree, Customer Service Senior Manager Salaries with a Bachelor's Degree, Customer Service Senior Manager Salaries with a Master's Degree or MBA, Customer Service Senior Manager Salaries with a JD, MD, PhD or Equivalent
Industries:  Aerospace & Defense, Biotechnology, Business Services, Chemicals, Construction, Edu., Gov't. & Nonprofit, Energy & Utilities, Financial Services, Healthcare, Hospitality & Leisure, Insurance, Internet, Media, MFG Durable, MFG Nondurable, Pharmaceuticals, Retail & Wholesale, Software & Networking, Telecom, Transportation