Customer Service Manager

Job Description:
Responsible for overall program & membership operation as well as fulfillment and vendor management related to end to end service delivery of the loyalty program Provide timely identification and response to the needs and issues of the group Plan, development and implement membership support center/group including capability assessment, review and identification potential/existing partner or provider Creates overall multi-channel membership support strategy and handling Identify business continuity strategies to ensure risk management Ensure that projects related to operations are carried out as needed Minimum Qualifications:
Minimum 5 yrs. experience in voice and non-voice (back office) operations in a management capacity Experience in CRM or account and relationship management focused on customer needs Must have experienced vendor management Strong in process design and delivery Extensive training & development experience Detail-oriented personality with a passion for quality work Extensive experience in a customer service environment Exposure in standard documentation methodologies (e.g.: Six Sigma) Experience in setting up a Contact Center program is a plus Familiarity with loyalty program operation is a plus