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Customer Service Manager in Franklin Township, NJ at William Demant Group

Date Posted: 4/2/2018

Job Snapshot

Job Description

Oticon's People First philosophy is more than a mission statement. It is a way of thinking and doing business that stems from the company's historical roots and has made Oticon a leader in the hearing industry.

We hire people who share our commitment to putting the needs of people with hearing loss first. The exceptional quality of our workforce has enabled Oticon to bring many technology and audio logical 'firsts' to market and to continue to meet the needs of hearing care professionals and the people with hearing loss that they serve.

We provide an environment that enables our multi-disciplinary teams to continue to learn, find new ways to do things better and bring new solutions, features and professional support to market.

The Customer Service Manager is a dynamic member of the company. This position will lead a team striving for best in class customer service.   The manager will provide motivation, supervision and direction to their team while providing oversight of daily operations. Developing and driving a positive culture of continuous improvement. As a customer advocate, you will monitor our quality program for all customer experiences. The manager will monitor the productivity, efficiency and quality of the call center to ensure that expectations and KPIs which impact our customers are met. The manager will rely on his/her extensive experience and judgment to plan and accomplish goals, including forecasting capacity needs based on current and future client projects.

  • Provide superior customer service in every situation.
  • Creating a positive work environment that maximizes individual and team performance.
  • Successfully lead, build and develop a team for modeling service excellence.
  • Hire, coach, mentor and develop associates.
  • Partner with sales and operations team members to ensure that our vision of enhancing the customer experience is realized.
  • Consistently demonstrate professional verbal and written communication, interpersonal and organizational skills.
  • Responds to customer inquiries and problem solving in a professional and effective fashion.
  • Proactively resolve escalated customer issues.
  • Able to identify opportunities and find solutions for continuous improvement.
  • Problem-solve, organize and balance multiple priorities within a fast-paced environment.
  • Maintain composure when handling unexpected challenges and competing demands.
  • Developing and driving a culture of continuous improvement.
  • Monitoring operational goals and performance on a daily, weekly, monthly, quarterly and annual basis.
  • Creating and executing incentive options to motivate the team.
  • Participating in discussions and preparation of performance plans.
  • Works continually towards self-development to stay current on customer service, sales and supervisory procedures & practices.
  • Minimum of 5 years of experience in a call center management role
  • Bachelor’s Degree
  • Leadership skills required
  • Able to demonstrate knowledge of the call center practices and procedures
  • Ability to adapt to frequently changing priorities in managing a wide range of projects
  • Experience in call center KPI implementation, tracking and management
  • Proficient in pc-based applications

The company is an Equal Opportunity/Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.