Customer Services Manager (US0082) - Caribou, Maine, USA
Based in Maine, with frequent travel to New York your immediate focus will be to assist with the setup and management of a newly formed Customer Service team. Among other tasks, you will be responsible for setting in place best practices, development and implementation of operational processes and training the newly formed team.
Once the team is operationally competent you will be responsible for driving improvement, reducing propensity to contact, reporting center activity to management and increasing efficiency. Training needs will need to be proactively addressed to ensure that we are providing a best in class customer service experience.
You will be a voice for customers and will need to work closely with other areas of the business to ensure that our customers are heard.
|KEY DELIVERABLES (WHAT WILL YOU DO IN YOUR NEW ROLE?)||% of role|
|Be a people manager and recruit a skilled and talented Customer Support team||10%|
|Establish a thorough training program and develop all documentation||10%|
|Be the voice of our customers and provide regular feedback to other areas of the business||5%|
|Identify ways to reduce customer contact rates and project manage the implementation of the solutions||20%|
|In-depth analytical reporting of the center’s activity and user feedback||15%|
|Ensure all KPIs and SLAs are met||15%|
|ESSENTIAL REQUIREMENTS (DO YOU HAVE THESE ESSENTIALS TO BE CONSIDERED FOR AN INTERVIEW?)||Skill Level (out of 4)|
|Bilingual French Canadian and English||4|
|Experience managing a customer support center preferably in the media sector||4|
|Previous experience using a CRM tool – preferably SalesForce||3|
|Ability to analyze data and provide accurate and timely reports||3|
|DESIRABLE REQUIREMENTS (DO YOU HAVE THESE DESIRABLES?)|
|Keen interest in Sports|
|Experience working under pressure with the flexibility to meet the requirements of a 24/7 365 day per year operations team|
|Previous experience managing live incidents|
|Understanding of the difference in handling customer contacts via live chat, email and social channels|
|THESE ARE THE PERFORM COMPETENCIES YOU’LL NEED TO SUCCEED IN YOUR ROLE….|
|Ability to effectively exchange information, news, ideas and meaning in a business environment|
|Ability to generate and translate an idea into a product or service that creates value for business|
|Self–motivated and driven to succeed, focused on results and passionate about the job|
|Working collaboratively with a group of people to accomplish a task or achieve a goal|
|Ability to adapt to changing business needs, cultures, conditions and work responsibilities|
|Building and maintaining external and internal customer satisfaction with Perform products, services and expertise|
|IF YOU HAVEN’T YET GOT A FEEL FOR THE CULTURE AT PERFORM, THEN READ ON…|
Here at Perform we like to consider ourselves a progressive, dynamic, fun and fast-paced global sports media broadcasting company. We are passionate about what we do and good at it too!!
Here are some of the things you can expect working at Perform; collaboration, innovation, ever changing, empowerment, work hard and personal development.
DAZN is a live sports streaming service that allows fans to watch their sport, their way, live or on-demand. S part of Perform, a leading global sports media group with access to the world’s best sports, fans can watch their favorite teams, leagues and players anytime, anywhere, for one simple, affordable price and with no long-term contract. DAZN has over 8,000 live events a year and features the widest array of live sports ever offered on one TV service. DAZN has the ability to play, pause and rewind anytime with no commercial interruptions and no long-term commitments.
DAZN is currently available in Germany, Austria, Switzerland and Japan on most connected devices including Smart TVs, smartphones, tablets and games consoles. Visit http://www.dazn.com for more information.
You’ll receive 15 days of paid annual leave (from the start), 9 paid public holidays, affordable health benefits (dental and vision included), generous sick time package, competitive parental leave, short and long term disability paid by the company, basic term life insurance and personal accident insurance paid by the company, 401(k), flexible work environment.
And there’s more…… You’ll have access to our online learning portal and be part of our ‘Career Deal’, which aims to support your continued professional development. We also offer a structured management development program as well as opportunities to progress your career overseas.
*Please Note – some of these benefits will be available to you upon successful completion of your probation.
Find out more about our brands and what we do at www.performgroup.com
Now that you’ve made the effort to read about this great opportunity – click apply!! Remember to review more fantastic opportunities on our careers page and start your adventure at Perform!