Manager I, Customer Service

WM Strategic Business Solutions (SBS), located in Windsor, CT, is responsible for managing WM's largest, most prestigious national customers. SBS serves as the one-stop shop for the largest corporations in the US. Through industry leading reporting, centralized billing & service, and pricing, WM SBS provides an exceptional value proposition to our customers. With approximately ~800 dedicated employees, a state of the art customer management system, and the goal of expanding into international markets, WM SBS is helping WM transform our industry.

I. Job Summary

The Customer Service Manager has overall responsibility for the Customer Service Center's operations and employee leadership ensuring a high level of customer satisfaction, customer relations, performance and quality standards in Market Areas generating revenues less than $400 million.

II. Essential Duties and Responsibilities

• Provides day-to-day management and support to customer service staff. Champion customer-centric culture inside and outside the call center cultivating an environment of trust, teamwork, and ownership.
• Responsible for the center’s operational optimization through use of effective metrics for staffing, scheduling and call volume forecasting. Analyze department performance and proactively identify and implement strategies to improve quality of service, productivity and sales. Recognize performance trends, perform cause analysis and identify opportunities for improvement adjusting to meet set standards. Manage agents’ scorecards and reviews with Customer Service Supervisors.
• Communicates and enforces company policies and procedures and develops and implements customer service performance standards.
• Determines training needs and establishes programs. Perform periodic training quality assessments to ensure training standards are met. Coordinate training to ensure timely and consistent training delivery.
• Compiles all customer service reporting requirements. Develops and analyzes budgets, reports, and financial data.
• Submits reasonable budget information and analyzes data versus year-to-date data and prior year budget.
• Investigates and resolves escalated customer service inquiries.
• Participate and monitor Service Machine processes. Champion the Service Machine delivery methods.

III. Qualifications

A. Required Qualifications

• Bachelor's Degree (accredited) in Sales/Marketing, Management, Business Administration or similar area of study
• High School Diploma or GED (accredited) and four years of relevant experience
• 7 years of relevant work experience and
• 2 years of supervisory experience

B. Preferred Qualifications

• Master's Degree (accredited) in Sales/Marketing, Management, Business Administration or similar area of study

IV. Physical Requirements

Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

Office: Hybrid Schedule
Pay: The expected pay range for this hybrid position is $84,700-$107,000K. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location.

V. Benefits
At WM, each eligible employee receives a competitive total compensation package that includes medical, dental, vision, life insurance, and short-term disability. In addition, we offer a stock purchase plan, company matching on a 401(k), and more. Employees also receive paid vacation, holidays, and personal days. Please note that benefits may vary by site.

If this sounds like the opportunity that you have been looking for, please click Apply.