Veterinary Customer Service Manager
Zoetis
Job Description
Job Description
The Customer Service Manager assists in overseeing the day-to-day operations of the Contact Center activities. This includes managing, monitoring, coaching, and developing 10+ assigned Contact Center agents to execute their tasks, provide best-in-class service and achieve Contact Center goals and objectives.
Primary Responsibilities
CONTACT CENTER PERFORMANCE
- Manages, monitors, and leads daily activities of direct reports to ensure service levels and goals are met
- Participates in the interviewing and selection process for internal and external applicants
- Participate in the Quality Assurance process by monitoring and scoring calls, as well as by participating in regular calibration sessions
- Monitors and manages call volume. Partners with WFM on staff scheduling/attendance to ensure appropriate phone coverage in order to maintain a high level of service
- Assists with customer telephone calls when service levels are in jeopardy
- Handles elevated customer calls referred by staff
DEVELOP COLLEAGUES
- Executes call monitoring, coaching and training initiatives, as needed
- Responsible for carrying out performance measurement and evaluation of direct reports to ensure performance goals are met/exceeded.
- Prepares and delivers performance appraisals, individual development plans and performance improvement plans (if needed) to direct reports
- Actively participates in and/or facilitates Department/Company meetings
- Ensure agents are adequately trained and have the necessary support, knowledge and tools to accomplish their goals. Includes partnering with Knowledge Base and L&D colleagues to identify training needs and develop training to enhance staff production
- Work with Knowledge Base Manager in creating and ensuring Contact Center procedures are updated and appropriately communicated to agents
OPERATIONAL ACTIVITIES AND CONTINUOUS IMPROVEMENT INTITATIVES
- Continually evaluates work output and processes for direct reports and across the Customer Service team to ensure alignment, overall effectiveness, and to identify improvements for the business and the customer
- Assists in management of contact center-related projects
- Effectively balance contact center activity with business/marketing support
- Perform other tasks as assigned
Qualifications
REQUIRED JOB RELATED CANDIDATE QUALIFICATIONS
- Bachelor degree and 3 years customer service related experience
- Ability to work all Veterinary Customer Service schedules on a rotating basis: 8:30AM to 5:00PM, 9:30AM to 6:00PM, 11:30AM to 8:00PM
- Experience with order processing systems
- Demonstrated effective leadership/ motivation skills and teamwork
- Demonstrated ability to interact with external and internal customers at all levels
- Demonstrated computer skills with a strong working knowledge of Microsoft applications
- Effective verbal and written communication skills
- Some travel required
PREFERRED CANDIDATE QUALIFICATIONS
- Zoetis Customer Service experience
- Supervisory experience
- Experience with SAP
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