GCS Senior Manager - High Impact Customer Service

What You'll Do:

• Develop and implement strategic initiatives to optimize departmental performance, enhance the customer experience, and achieve organizational goals.
• Lead and mentor a team of customer service managers and supervisors, providing guidance, support, and professional development opportunities.
• Set and monitor departmental KPIs and service level agreements, identifying areas for improvement and implementing strategies to drive performance excellence.
• Partner with analytics resources and leverage available data to identify trends and opportunities that increase resolution rates and reduce customer contacts.
• Collaborate with cross-functional teams to identify opportunities for process improvements and implement solutions to enhance efficiency and effectiveness.
• Ensure adherence to company policies and procedures, as well as compliance with regulatory requirements.
• Monitor industry trends and best practices to identify opportunities for innovation and service enhancements.
• Prepare and present regular reports on departmental performance, including key metrics, insights, and recommendations, to senior leadership.
• Foster a culture of accountability, collaboration, and continuous improvement within the customer service team.
• Additional duties as assigned.

Who You Are:

• Strategic Leadership - Ability to develop and implement strategic initiatives to achieve organizational goals and drive performance excellence.
• Strategic Thinking - Ability to anticipate future challenges and opportunities and develop proactive strategies to address them.
• Change Management - Experience leading organizational change initiatives and driving adoption of new processes and procedures.
• Performance Management - Demonstrated ability to set and monitor performance metrics and KPIs to drive continuous improvement and achieve results.
• Communication - Excellent verbal and written communication skills to convey information clearly and effectively across all levels of the organization, including executives, department heads and external partners.
• Problem Solving - Strong analytical and problem-solving skills to identify root causes of issues and develop effective solutions.
• Team Building - Skill in building and fostering a collaborative and inclusive team environment that promotes engagement and accountability.
• Customer Focus - Commitment to prioritizing the needs and satisfaction of customers in all decision-making and actions.
• Adaptability - Ability to thrive in a fast-paced and dynamic environment, with the flexibility to adapt to changing priorities and business needs.

What You've Done:

• 5+ years' experience in customer service-related industry preferred.
• 4+ years of experience in a customer service leadership or a related role, with demonstrated success.
• Proven track record of leading teams to achieve and exceed performance targets
• Demonstrated analytical skills, with comfortability extracting insights from data
• Experience working in a performance-driven culture is a plus.
• Proficiency in Microsoft Office and CRM software
• Certification in customer service management or relevant training programs is desirable.

What We Offer:

• Accelerated Growth Environment: Immerse yourself in an environment designed for swift skill and knowledge enhancement, where you can scale your career.
• Top Tier Compensation Package: Enjoy a rewarding compensation package that includes premier benefits, aligning with our commitment to recognizing and valuing your contributions.
• Paid Time Off: Generous Paid Time Off, allowing you to manage your schedule and recharge as needed.
• Comprehensive Benefits Package: Prioritize your well-being with a comprehensive benefits package featuring 401k and premium Health, Vision, and Dental Insurance options.