Senior Customer Service Manager

Responsibilities Oversee daily activity of PM and CSR teams ensuring both departments are performing as expected while addressing any deficiencies that may be required. Working closely with the supervisor of the customer services team to address any issues within the department. Directly manage the project management team ensuring all the duties and responsibilities of the team are being met. Monitor daily/weekly/monthly reports and provide appropriate updates/follow-up/feedback to both teams as well as ownership. The ability to step in and handle various responsibilities of your team when required - you will be trained in both roles to be able to step in and also determine the efficiency and efficacy of your team members. Schedule/approve time-off for the PM team and CSR supervisor. Monitor and evaluate the current processes and productivity of both teams. Develop a strong knowledge/understanding of current products and processes. Provide guidance and support to team members to work through challenging situations. Recruitment, Training & Development for both teams, supporting and evaluating the CSR supervisor for the CSR team. Conduct annual performance reviews for the PM team and CSR supervisor. Communicate with ownership on an on-going basis including scheduled weekly check-in meetings to review updates with the team/issues/processes/etc.