TransPerfect Is More Than Just a Job…
Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.

The Customer Service Manager is responsible for the day to day live time management of the OPI Customer Service teams and programs. The Customer Service Manager ensures all resources needed to answer contact volume are in place to deliver service.   They manage daily business operations interfacing with Clients, Account Managers, Workforce Management, Training, Information Technology and Quality teams.  The Customer Service Manager is responsible for service delivery, anomaly responses, anomaly investigations, quality and overall performance of the customer service teams.Position responsibilities:Manage Team Leaders/Supervisors to ensure program(s) productivity, quality and customer satisfaction/client performance objectives are met and performed in an efficient manner.Oversee client anomaly responses and investigationsTake ownership of customers issues and follow problems through to resolutionKeep accurate records and document customer service actions and discussionsMonitor, track and evaluate team performance based on key performance indicators (KPI’s) and provide ongoing feedback to ensure all company standards are met.Develop all the competencies required in front line managers to have a fully engaged, highly skilled and effective team.Deliver monthly, daily or weekly updates on processes and procedures.Conducts periodic performance evaluations to determine CSA’s abilities to communicate, provide information, problem solve, process inquiries, operate communication systems, make decisions regarding calls, and problem solve.Perform one-on-one meetings with supervisors to review team performance and effectiveness.Identify and implement process improvements to drive performance.Communicate to Operations Director and assist when call center is experiencing phone issues, delays, or service interruptions.Work in conjunction with various departments in the process of resolving client issuesWorks in direct communication with clients when resolving escalated issues.Maintains presence on contact center floor and observes Team Supervisors interacting with employees.Participates in WFM staffing, planning, forecasting and performance reviews.Participates in weekly Manager's Meeting contributing to content by sharing ideas, giving feedback and making suggestions.

Required/preferred knowledge, skills and abilities:Ability to lead, direct and motivate othersStrong ability to multi-task and work under pressureStrong conflict management, teambuilding and motivational skillsExcellent computer skills and ability to learn new applications quicklyStrong communication skills, written, oral and presentationFamiliarity with contact center tools, systems, reporting and methodologiesUnderstanding of KPI’s and process improvement5+ years of call center leadership experienceBachelor’s degree or equivalent experience preferred

TransPerfect provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.