Customer Sales & Service Manager
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Job Description
Remote Customer Sales & Service Manager overseeing contact-center team leaders, performance, and service targets. Managing client relationships and cross-functional operations to improve productivity and revenue.
Responsibilities:
- Manage and develop Team Leaders/Supervisors to achieve account performance, customer service, quality, productivity, and performance targets
- Monitor operational results, schedule adherence, call handling, attendance, and other key performance indicators
- Analyze performance results and implement corrective actions where required
- Work closely with Quality, Training, IT, Finance, HR, and Operations to support efficient business operations
- Manage performance and productivity objectives
- Identify opportunities to improve processes and cost efficiency
- Ensure operational decisions support account revenue
- Maintain effective client relationships and manage client expectations
- Communicate relevant information to the team
- Ensure customer expectations and service standards are met
- Coach and develop Team Leaders
- Oversee employee performance and development matters
- Promote a positive, accountable, and continuously improving team environment
Requirements:
- Proven leadership experience with a track record of consistently meeting performance targets
- Experience managing and leading remote teams
- Experience in a customer service, sales, contact center, or similar operational environment
- Excellent communication skills in English and Dutch, both verbal and written
- Strong knowledge of customer service operations, performance management, and productivity targets
- Strong analytical and problem-solving skills
- Ability to monitor KPIs, analyze performance results, and implement appropriate corrective actions
- Strong coaching, mentoring, and people management skills
- Ability to motivate and engage team members and address performance issues effectively
- Strong organizational skills with the ability to manage priorities and multiple tasks
- Self-motivated, resilient, flexible, and adaptable
- Calm and methodical approach to decision-making
- Strong interpersonal and stakeholder management skills
- Ability to work effectively with multiple departments, including Quality, Training, IT, Finance, HR, and Operations
- Ability to learn quickly and maintain expert-level knowledge of complex products, systems, and client updates
- Proficient in working with multiple applications within a Windows-based computer environment
- Willingness to work on a roster basis, including weekends and public holidays, according to client requirements
- Willingness to develop knowledge continuously, skills, and professional capabilities
Benefits:
- Fully Remote
- Company-paid health insurance
- A monthly internet allowance will be provided to support the remote-working arrangement
- The company will provide all equipment required to perform the role
- The company will contribute 50% towards the applicable pension and FVO contributions
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