This is a remote position.
For one of our clients, we are looking for an experienced Customer Sales & Service Manager. As a Customer Sales & Service Manager, you will be responsible for managing and developing Team Leaders/Supervisors to achieve overall account performance, customer service, quality, and productivity targets. You will monitor operational results, provide coaching and guidance, act as a liaison with the client, and work closely with internal support departments to ensure effective and efficient business operations
Requirements
- Proven leadership experience with a track record of consistently meeting performance targets
- Experience managing and leading remote teams
- Experience in a customer service, sales, contact center, or similar operational environment
- Excellent communication skills in English and Dutch, both verbal and written
- Strong knowledge of customer service operations, performance management, and productivity targets
- Strong analytical and problem-solving skills
- Ability to monitor KPIs, analyze performance results, and implement appropriate corrective actions
- Strong coaching, mentoring, and people management skills
- Ability to motivate and engage team members and address performance issues effectively
- Strong organizational skills with the ability to manage priorities and multiple tasks
- Self-motivated, resilient, flexible, and adaptable
- Calm and methodical approach to decision-making
- Strong interpersonal and stakeholder management skills
- Ability to work effectively with multiple departments, including Quality, Training, IT, Finance, HR, and Operations
- Ability to learn quickly and maintain expert-level knowledge of complex products, systems, and client updates
- Proficient in working with multiple applications within a Windows-based computer environment
- Willingness to work on a roster basis, including weekends and public holidays, according to client requirements
- Willingness to develop knowledge continuously, skills, and professional capabilities
What will you be doing?
As a Customer Sales & Service Manager, you will oversee Team Leaders/Supervisors and ensure that operational, customer service, quality, productivity, and performance targets are consistently achieved. You will monitor schedule adherence, call handling, attendance, and other key performance indicators, analyze results, and implement corrective actions where required. You will work closely with Quality and Training teams, as well as IT, Finance, HR, and Operations, to support the efficient operation of the business unit. You will also manage performance and productivity objectives, identify opportunities to improve processes and cost efficiency, and ensure operational decisions support account revenue. In addition, you will maintain effective client relationships, manage client expectations, communicate relevant information to the team, and ensure customer expectations and service standards are met. You will coach and develop Team Leaders, oversee employee performance and development matters, and promote a positive, accountable, and continuously improving team environment.
Benefits
- Fully Remote
- Company-paid health insurance
- A monthly internet allowance will be provided to support the remote-working arrangement
- The company will provide all equipment required to perform the role
- The company will contribute 50% towards the applicable pension and FVO contributions
— Sarah J.
·
Marketing Manager
★★★★★
Verified
