Manager, Customer Service Hotline

Manager, Customer Service Hotline       General Characteristics: Directs the Customer Service's hotline and order processing services for an enterprise. Responsible for business strategy and planning to ensure the organization has the appropriate resources, budget, tools and customer satisfaction metrics needed to provide the highest level of customer service. Establishes quality standards and performance metrics for customer service's hotline performance. Manages the design and implementation of knowledge-based systems, ensures appropriate resources are available to respond to customer inquiries/issues. Develops and implements learning strategy to maintain knowledge and provide growth for representatives. Resolves complex customer issues. Dimensions Education: Bachelor's Degree in Computer Science, Information Systems, Business Administration, or another related field. Or equivalent work experience. Experience: A minimum of 7 years of related IT and business work experience in customer support and service functions. Experience with managing teams and projects in multiple technological and business environments. Breadth: Middle level management. Works under general direction of senior level management. Typically manages and mentors' supervisors, project leads and/or technical staff. Works on multiple, complex issues/projects as a technical leader and a subject matter expert. Frequently reports to a Chief Information Officer, IT Chief Operating Officer, E-Business Executive or Departmental IT Executive.