Customer Service Manager

Client Support Hollywood, California


Job Summary:

Reporting to the Associate Call Center Director, the Call Center Manager will assist with handling escalated issues.  Provide escalated technical and operational support to customers with higher-level needs. 

You will be assisting in a wide variety of higher-level technical operational issues relating to customer accounts and our service functionality. Work on various special projects with management  to improve customer experience and/or aid in providing CS and other departments with better tools.
Job Duties:

  • Assist Associate Call Center Director in managing the Hollywood technical support teams.
  • Provides highest level of technical assistance to j2 priority customers via phone and email.
  • Attend operations meetings as CS management representative to provide input, report issues and/or communicate information back to the team.
  • Conduct interviews for potential new hires. Train and mentor front line Support Call monitoring/Weekly QA sessions with agents. Coaching is a key part of this position.
  • Analyze call stats and adjust team schedules accordingly. Work with agents to ensure that all call center metrics are being met. Deliver performance improvement plans/disciplinary actions to employees when needed.
  • Manage/Assist in creating new hire training materials as well as enhancing existing training programs for call center.
  • Works directly with Network Operations and Engineering team to research and resolve problems. i.e. identify bugs and suggest/implement system enhancements.
  • Serve as Project Manager for any projects involving Customer Service. Such as, designing and integrating an IVR, design call flows for new hunt groups and review/change call flows of existing phone queues.
  • Creates escalation tickets for all customer impacting issues, taking ownership of the issue and seeing it through to resolution. 

Job Requirements and Experience:

  • Minimum 3+ years of experience managing a support customer service team
  • Working knowledge of PC’s and their applications (Word, PowerPoint, Excel, Access, and Outlook)
  • Proven ability to lead and manage a highly technical team in fast growing and constantly changing environment.
  • Ability to coach employees from rep to supervisor level.
  • Excellent verbal and written communication skills
  • Excellent planning and organizational skills with effective follow-up and follow-through.
  • Strong problem solving skills required to troubleshoot, work with internal teams and resolve technical issues.
  • Project Management - Manage integration of new products into call center, migrations of customers into existing brands and implementation of new features to existing brands.
  • Advanced troubleshooting and multi-tasking skills

j2 Global, Inc. is an Equal Opportunity Employer.