Customer Service Manager
Snap Finance
Alajuela, US
hace 10 días

Are you looking for a friendly, fast-paced workplace with an emphasis on helping customers and empowering team members? Snap Finance is a thriving leader in the financial services industry, and our team members are the foundation of our success.

Snap knows that happy, empowered, and engaged team members are essential to innovation and business success- and our approach is working. Come join us!

Snap Finance is seeking a dedicated Manager for the Customer Service department. We are looking to strengthen our dynamic, growing team.

The primary responsibilities of this position require to lead and support a team of 120 - 160 customer service representatives.

This position requires a candidate who has the ability to drive quality, productivity, and process improvements, as well as to keep pace with our growth whilst motivating others to meet the challenges of a dynamic customer-

focused and metrics driven environment.

Become part of an amazing contact center team at Snap! We’re seeking a Customer Service Manager who is devoted to understanding Snap core business values and initiatives and translates those into everyday practices.

This job is ideally suited for a professional who is smart and eager to learn, hungry and driven to succeed, and always up for solving a challenge with a great team.

The Job...

  • Lead and support a team of 120 - 160 customer service representatives
  • Engage the agents and coach their performance to deliver the best customer experience to both Snap’s customers and merchant partners
  • Support the customer service representatives who report to her / him and will be responsible for the coaching, development, performance, and commitment of these customer service representatives
  • Prioritize and dedicate enough time to the development of her / his staff to continually improve it
  • Create a working atmosphere where customer service agents are motivated to deliver the best customer service
  • You...

  • Minimum 5 years call center experience; 7+ years total work experience
  • Minimum 2-3 years leading / managing a call center team *required
  • Technologically savvy, and experience with call center applications and reporting
  • Bachelor’s Degree
  • Financial Services and / or Retail industry experience preferred
  • Experience with multi-site / international call center operations a plus
  • Familiarity with call center operational metrics and quality measures
  • Manage Talent Enthusiasm for and experience in coaching a team for performance
  • Think Critically Deft ability to understand Snap’s business and its evolving needs
  • Flexible readily adjust strategy and tactics to meet evolving business needs
  • Communicate effectively clearly and proactively communicate to partners
  • Readily work independently to achieve established goals
  • Highly collaborative; seek and support cross-boundary relationships
  • A desire to further develop your own leadership skills and business acumen
  • Drive for Results - Highly productive; meet or exceed multiple / simultaneous deadlines while maintaining a calm, fun loving, and always professional demeanor
  • Consistently bring an engaged, positive attitude, and like to Get Stuff Done!
  • Drive service levels of 85% / 30 sec & strong quality and customer service scores
  • Recognize and reward outstanding individual and team accomplishments
  • Employ a constructive, coaching leadership style
  • Why You’ll Love It Here

  • Generous paid time off
  • Competitive medical, dental & vision coverage
  • Company-paid life insurance
  • Fantastic work environment
  • Free snacks, and fun events
  • A value-based culture where growth opportunities are endless
  • More

    Snap values diversity, and all qualified applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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