Manager, Customer Service

Job Description / Skills Required

Responsible for proper management of the day-to-day operations for a particular customer service teams
Oversee organization of staffing, including shift patterns and the number of staff required to meet demand and maximize the utilization of resources.
Ensure proper resource management with regards to facilities and infrastructure.
Communicate with internal and external clients.
Line manager manages teams CS Team Leads and ensure the effective management of all frontline Agents
Maintain an in depth understanding of all CS policies, procedures, and best practices
Drive decisions based on forecasts and analyze data against budget figures on a weekly and/or monthly basis.
Develop, manage, and motivate a strong, effective team.
Supervise work of direct reports, providing guidance, coaching, and motivation to drive maximum performance.
Develop and motivate staff to meet performance targets for speed, efficiency, and quality.
Review staff performance, identify development needs, and work alongside HR on disciplinary actions as needed.
Establish a positive, healthy, and safe work environment in accordance with applicable legislation and regulations.

Groupon provides a global marketplace where people can buy just about anything, anywhere, anytime. We’re enabling real-time commerce across an expanding range of categories including local businesses, travel destinations, consumer products, and live or lively events. At the same time, we are providing advertising options and tools that merchants can use to grow and manage their businesses. Culturally, we believe that great people make great companies and that starting with the customer and working backward moves us forward. Community matters to us on an internal, local and global scale—it’s fundamental to our company’s growth and to the well-being of the world at large. We also value self-awareness, candor, lunch and WiFi. If we match with you, please apply to join us.