* Note: Due to the critical need for this role and the preference for FacilitySource experience, CBRE|FacilitySource is willing to consider internal applicants who have been in their current role for less than six months. The requirement to be in good standing and to have your manager's approval is still in place.*
  
DUTIES & RESPONSIBILITIES:
  
Manages all day-to-day support center operations to client satisfaction and business expectations
  
Ensures maximum productivity and utilization through meeting performance targets and maintaining appropriate staffing levels
  
Evaluates client issues and communicates trends to supervisor and provides recommendations
  
Manages processes to maximize the efficiency and effectiveness of call center associates' efforts
  
Performs all duties inherent in the role of a Manager including hiring, termination, review, and development of associates
  
Drives the Culture of the support center and throughout the company to ensure unity of vision
  
Strategically identifies critical success factors when developing strategy and plans for assigned area of responsibility 
  
Develop and maintain solid business partnerships to ensure success in balancing the department and client needs with the legal and financial expectations of the organization
  
Coach, train, monitor, and develop supervisors
  
Uniformly enforce policies and procedures among associates
  
Ensure all contractual obligations are met
  
Assist in answering of phone calls when service levels are in jeopardy
  
Participates in special projects and performs additional duties as required
  
SKILLS & QUALIFICATIONS:
  
Knowledge of call center technology, including phone and workforce management systems
  
Excellent written and verbal communication skills
  
Strong team-based interpersonal skills
  
Excellent conflict management skills
  
EDUCATION & EXPERIENCE:
  
Bachelor's degree or equivalent experience preferred
  
4 years inbound/outbound call center experience preferred
  
Call center management experience preferred

Customer Service Manager

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