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Kelly Services REMOTE Senior Customer Service Manager - Direct Hire Position in Quincy, Massachusetts

Kelly Services is currently seeking a REMOTE Senior Customer Service Manager - Direct Hire Position for one of our top clients in Quincy, MA .

Why should you apply?

  • This is a permanent, full-time position.

  • Great benefits package.

  • Schedule: Monday - Friday

  • S alary: $95,000 to $110,000 + Annual Bonus

Summary: Manages the customer service activities of the organization. Is responsible for the selection, ongoing training, and performance assessment of the Contact Center team. Establishes goals and metrics and measures the team's performance. Provides coaching and guidance in the support of stakeholder needs. Tracks stakeholder activities and works to identify and repetitive stakeholder issues or inquiries and recommends changes to support systems, products and/or services to improve stakeholder satisfaction.

Essential Functions:

  • Fosters a culture that endeavors to meet the needs of our stakeholder by providing superior service across all sources of stakeholder inquiry (Email, Chat, Telephone).

  • Reaches across the organization to provide information to meet stakeholder needs.

  • Establishes goals and metrics to measure team performance.

  • Ensures team is continuously trained on all company's products, ERP, and other supportive systems.

  • Implements best practices for the hiring, training, and management of a remote contact center team.

  • Determines and implements strategies to support company's international stakeholders.

  • Forecasts daily/weekly stakeholder inquiry volume levels to properly schedule Contact Center team members.

  • Working with the appropriate Line of Business Manager, proactively develop and implement product/service guides, scripts, and other tools to ensure high quality response to stakeholder inquires. Constantly review and update as new information/new stakeholder needs are identified.

  • Work with the Manager, Support & Admin Services to process and coordinate orders received from customers which require special handling/attention and detailed processing.

  • Recommends and, upon approval, implements changes to procedures and contact center equipment.

  • Other duties, as assigned.

Qualifications:

  • Bachelor’s Degree.

  • At least 8 years in house and remote contact center management experience.

  • NetSuite ERP and contact center telephony system experience required

  • Proficient working with MS Office Suite (Word, Excel, Power Point) and other technology, including internet chat & social media applications.

What happens next?

· Apply now as Senior Customer Service Manager!

· Application is received!

· Phone interview with a Kelly Recruiter within 24 hours if your skills and experience look like a good fit

· Potential Interview with Client

Looking forward to working together!

#P1 #callcenter #customerservice #contaccenterleader #manager #customerservicemanager

Get a complete career fit with Kelly ® .

You’re looking to keep your career moving onward and upward, and we’re here to help you do just that. Our staffing experts connect you with top companies for opportunities where you can learn, grow, and thrive. Jobs that fit your skills and experience, and most importantly, fit right on your path of where you want to go in your career.

About Kelly ®

At Kelly, we’re always thinking about what’s next and advising job seekers on new ways of working to reach their full potential. In fact, we’re a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live (plus, did we mention we provide a ton of benefits ?). Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly’s Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.

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