Dirección
Position Summary:
(Briefly describe the main objectives and purpose of the job. Why does the job exist? What is it expected to accomplish?)
The Customer Service Manager is responsible for the overall operations of the call center. You manage a team of on-site Customer Service professionals with a focus on providing exceptional customer support. You are a high achiever and are someone who is willing to go above and beyond on a daily basis. You have a startup mentality and succeed in a fast-paced environment. You are motivated by learning, helping others, and achieving goals. You are a team player who can effectively manage, communicate, and work with others.
Manage an in-bound call center and a centralized mailbox for Finance-related queries in accordance with established department and firm policies, procedures, and Service Level Agreements (SLAs). This includes strategic and tactical planning, monitoring results and established benchmarks, and meeting department goals and budgets.
Essential Functions of the Job:
(Identify and describe essential functions, or primary duties and responsibilities. Each function should describe WHAT is done and the END RESULT/PURPOSE achieved. Assume that the reader does not know the role or function of the job.)
• Customer Service Manager who leads a team of call center professionals handling a high volume of inbound phone calls and emails on behalf of our internal partners/employees, external clients, or suppliers
• Manage your team to achieve key performance indicators (KPIs) with a focus on quality assurance (QA), schedule adherence, and employee satisfaction
• Collect data from internal call management system and analyze to develop strategies to meet and exceed KPI’s
• Collaborate with internal stakeholders to improve internal policies and procedures
• Develop your team through ongoing coaching, mentoring, training, and inspiring
• Provide a positive work environment that fosters teamwork and improves employee retention
• Assist with customer escalations via phone or email
• Hire, develop, and inspire a team of Customer Service representatives
• Challenges existing processes and approaches; prioritizes and manages the implementation of department initiatives and projects that improve operational efficiency, effectiveness, internal controls, and/or Customer Service
• Implements opportunities that improve operational efficiency, effectiveness, internal controls, and/or excellent Customer Service
Analytical/Decision Making Responsibilities:
(Describe the kind of problems and challenges typically faced, and decisions required to perform the job, as well as recommendations made to supervisors or others. Focus on the nature of existing policies, precedents and procedures used to guide decisions, and the degree to which the incumbent is free to make decisions requiring interpretation and judgment. Provide an example.)
• Supporting our internal partners/employees to navigate through our complex finance systems, policies, and procedures
• Frequently educating our partners/employees on policies and procedures
• Supporting our partners/employees to have a better user experience with our complex finance systems
• Challenges existing processes and approaches and drives strategic innovative suggestions
• Implements opportunities that improve operational efficiency, effectiveness, internal controls, and/or excellent Customer Service
• Approves operational policies and procedures
• Approves benchmarks and/or KPI measurement programs
• Provides leadership in analyzing resolving and determining root causes of complex issues
Knowledge and Skills Requirements:
(Describe the knowledge or skills needed to perform this job; these may be professional, technical or managerial)
• Understands the Firms’ business,organization structure and is a subject matter resource on the operations with other functional departments (including but not limited to Time & Expense, Accounts Payable, General Ledger and Accounts Receivable)
• Requires advanced knowledge of Finance policies and procedures
• Advanced proficiency with Firm standard technology including Windows, Excel, Word, Outlook and our financial SAP systems
• Case Management tools/tracker, and other Finance related applications (i.e., SAP, Concur)
• Ability to anticipate clients’ needs based upon trend information and client dialogue, and facilitate enhancements where appropriate
• Resolves client issues proactive and timely
• Approve work stream procedures and staff training to minimize disruption of services
• Effectively prioritizes responsibilities and manages multiple competing priorities
• Experience and knowledge of change management principles, methodologies, and tools
• Ability to analyze complex problems and deliver insightful and practical solutions
• Acute business acumen and understanding of organizational issues and challenges
• Ability to work in a team and to influence and engage with others
• Exceptional communication skills – both written and verbal; excellent active listening skills
• Flexible and adaptable; able to work in ambiguous situations
• Prior call center management experience
• Experience in implementing call center best practices, including developing and implementing policies, procedures, service level agreements, and training
Supervision Responsibilities:
(Describe the level of supervision received (i.e., the frequency of supervisory contact, degree to which the individual acts independently and on what kinds of issues). Describe the level of supervision of others, if any (i.e., assigning work, reviewing performance, direct or indirect responsibility).
• Performs duties and responsibilities with limited supervision
• Trains, develops, mentors and motivates Supervisors including setting performance expectations and providing regular ongoing balanced performance feedback
• Exercises a high degree of independence and autonomy
• Promotes an environment that encourages effective teamwork and collaboration
• Manages expectations of customers and approves standards for delivering quality Customer Service
Other Requirements:
(Describe any miscellaneous functions or expectations of the job that are important to note)
• Working hours, flexible work arrangements and time off may be limited during specific times due to business demands
• Responsible for monitoring and approval of all department overtime
• Limited travel may be required
• Working full time in the EY office will be required
Job Requirements:
Education:
(What is the minimum level of education (or equivalent experience) needed/suggested to perform this job effectively?)
• High school diploma or equivalent required
• Bachelor’s degree in finance/accounting strongly preferred
Experience:
(What is minimum number or range of years needed to perform this job?)
• Minimum of 7-to-10 years of progressive high volume Call Center related work experience
• Specific knowledge of Finance functions preferred, i.e., Expense Audits, Accounts Payable, General Ledger, and Accounts Receivable, etc.
• SAP and SAP Concur knowledge is beneficial
• 100% fluent in English in both written and verbal forms
Certification Requirements:
(Describe and explain any certifications and/or licenses needed or helpful to perform this job).
N/A
Note:
This job description is intended as a guide to reflect the principal functions of the job. However, it is not an all-inclusive listing of the required job functions and functions may vary depending on the geographic location of the job and/or the manager. Further, the job description is subject to change at the discretion of management.
