The Customer Service Manager will help set the vision, direction, and culture of their team by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, maintaining singular focus on ensuring and improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as leaders and point of contact for escalated contact resolutions.
This role is supporting cloud computing customers, so the individual will have to demonstrate a technology affinity to be successful.
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People Management
- Leading and developing associates; responsible for the direction, coordination and evaluation of the team (will be working primarily with the AWS Cloud Abuse Specialists).
- Identifying and eliminating barriers to accuracy, productivity, and quality of work.
- Carrying out supervisory responsibilities in accordance with AWS (Amazon Web Services™) policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
- Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
- Owning and driving performance metrics with the team, to include the use of a Quality Assurance program to "Move the needle"
Project Management:
- Solving complex customer service issues and proactively heading off negative service trends.
- Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures.
- Development, analysis and improvement of new strategies and procedures. The Customer Service Manager will have the ability to develop, plan, and implement short- and long-range goals.
- Developing and achieving performance goals and objectives in order to achieve customer promise expectations.
- Voice of the Customer: Summarizing and providing critical analysis to top 3 customer issues to be improved on a quarterly review cycles.
- Define policy and procedure by working with AWS Security and EC2 Networking and Security teams.
Knowledge:
- Experience and knowledge in the areas of:
Systems administration (Linux and/or Windows)
Networking (DNS, IPsec, BGP, VPN, Load Balancing)
Databases (MySQL, Oracle, MSSQL)
Basic Qualifications
- BA/BS degree or equivalent experience
- 3+ years relevant experience managing customer service associates
- Direct experience in Contact Center Operations (Customer Service, Technical Support, Sales, or Collections)
- Strong oral (speaking, listening, interpretation) and written communication skills.
- Able to work in an ambiguous, internet-speed environment.
- Absolute passion for ensuring a great customer experience with every contact.
- Strong technical analysis skills; you are someone who wants to dive into the numbers and seek to understand
- IT security and network security expertise
Preferred Qualifications
- Knowledge of Six Sigma/Lean Processes
- Project Management certification
- Exceptional skills in data manipulation and analysis
- Experience managing security engineer teams
- Demonstrated history delivering results in cross functional environments - ability to drive organizational change using sound reasoning backed up by relevant data in a well prepared business briefing
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