The Manager of Customer Service General is responsible for the strategic leadership and direction for all brands within the RB Global Customer Service team. The MCS is responsible for all methods of communication and achieving KPI metrics that align with the corporate strategy. The MCS will lead a team of agents and mentor their supervisor who oversees the day-to-day operations for General buyer interaction. The MCS will support, guide & develop the Supervisor to ensure effective & efficient department operations and to build a strong bench strength within the team. The MCS will analyze operational processes, establish escalation procedures and oversee the customer experience as well as present new initiatives that will drive customer service excellence.

2-3 years in a people management role2 years experience working with cross functional teamsAbility to multitask while meeting strict deadlinesAbility to execute in high pressure situationsStrong problem-solving skillsEffective conflict resolutionExcellent verbal and written communication skillsMust be extremely organized with a high degree of attention to detailDevelop new policies or modify existing ones, targeting cost reduction, customer experience and resource enhancements-3 years customer service and/or operational support3 years customer service and/or operational support Travel 3-4 times a year, as required for training, face to face meetings, and strategy sessionsEnsures strategic business goals are communicated, understood and executed by the entire teamOversees the performance management, career development and direction for the Supervisor and indirectly the entire teamManages & handles 2nd level escalations from both internal and external customersCreates & monitors the annual departmental budget, reviewing on a monthly basis to ensure we remain on target. Determines necessary corrective action as necessary.Reviews departmental processes and analyses data to ensure best in class service is being deliveredCascades & champions corporate strategic projects and acts as a SME for all initiatives related to Customer CarePerform other duties as assigned.