CUSTOMER SERVICE

Connections Personnel

New Providence,NJ

10/26/2020

Company in New Providence is looking for a Direct Hire Program Manager Summary: " Develop and deliver a best-in-class experience that exceeds the expectations of our clients and their customers " Act as the primary point of contact for client interactions and ensure program objectives are met " Provide consultative support to the client, including writing and documentation, program ideas and value-added initiatives " Provide meaningful, actionable program specific reporting and analysis " Hold regular calibration sessions with client to ensure continual improvement of the customer interaction " Oversee Team Leaders and Customer Service Representatives (CSRs) to ensure program goals are met " Provide performance reviews for CSRs and Team Leaders to evaluate performance, set goals and provide coaching REQUIREMENTS and SKILLS o Minimum of 5 years call center management experience, preferably in the consumer packaged goods or healthcare industries o Must have experience handling client and/or vendor relationships o Action oriented - problem solver o Bachelor's or advanced degree o Organizational and multitasking skills are critical o Excellent oral and written communication and presentation skills o Proficient in Microsoft Word, Excel, Outlook, PowerPoint o Experience in call center ACD software, CRM systems and reporting o Vendor Account Management a plus must be authorized to work in the US without sponsorship Education: " Bachelor's Degree preferred Required experience: " Customer Service: 3 years " Call Center: 5 years " Call Center Management: 3 years

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