Customer Sales & Service Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and cultivate the development of Team Leaders/Supervisors to meet account performance, customer service, quality, productivity, and performance goals.

• Track operational metrics, adherence to schedules, call management, attendance, and other essential performance indicators.

• Examine performance outcomes and take corrective measures as necessary.

• Collaborate closely with Quality, Training, IT, Finance, HR, and Operations to enhance business efficiency.

• Manage objectives related to performance and productivity.

• Discover opportunities for process improvements and cost-saving measures.

• Ensure that operational decisions align with account revenue targets.

• Foster effective client relationships and manage expectations.

• Relay important information to the team.

• Guarantee that customer expectations and service standards are fulfilled.

• Mentor and develop Team Leaders.

• Supervise employee performance and developmental issues.

• Encourage a positive, responsible, and continually enhancing team atmosphere.

⛳️ Requirements

• Demonstrated leadership experience with a history of consistently achieving performance goals.

• Experience in managing and guiding remote teams.

• Background in customer service, sales, contact center, or similar operational settings.

• Exceptional communication skills in both English and Dutch, encompassing verbal and written forms.

• Comprehensive understanding of customer service operations, performance metrics, and productivity objectives.

• Strong analytical and problem-solving capabilities.

• Proficient in monitoring KPIs, analyzing performance data, and implementing suitable corrective actions.

• Robust coaching, mentoring, and personnel management abilities.

• Capacity to inspire and engage team members while effectively addressing performance challenges.

• Excellent organizational skills with the capacity to prioritize and manage multiple tasks.

• Self-driven, resilient, flexible, and adaptable.

• Calm and systematic approach to decision-making.

• Strong interpersonal and stakeholder management skills.

• Capability to work effectively across various departments, including Quality, Training, IT, Finance, HR, and Operations.

• Ability to quickly assimilate knowledge and maintain expert-level understanding of complex products, systems, and client updates.

• Proficient in navigating multiple applications within a Windows-based computer environment.

• Willingness to work on a roster basis, including weekends and public holidays, as required by clients.

• Commitment to continuous development of knowledge, skills, and professional capabilities.

🏝️ Benefits

• Fully Remote work arrangement.

• Health insurance provided by the company.

• A monthly internet allowance to support remote working conditions.

• All necessary equipment for the role will be supplied by the company.

• The company will contribute 50% towards applicable pension and FVO contributions.