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Customer Service Manager
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- ViaPlus is a global mobility company in the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry.
- Reporting to the Customer Service Program Manager, the Customer Service Manager will be responsible for managing the Customer Service Supervisor(s) and Customer Service Representative (CSR) Leads, along with running the day-to-day operations for our Customer Service Call Center (CSC), and Walk-in Centers, located in our Austin area.
- The Customer Service Manager will utilize a continuous improvement mindset and operational effectiveness to manage a broad range of voice, email, face-to-face, chat, text, and online service support channels.
- Ensure administrative bookkeeping and reports are accurate and up to date; create and maintain files on each employee's performance as they relate to attendance, productivity, quality monitoring, CSAT, FCR, and documented notes and/or write-ups pertaining to employee interactions/disciplinary discussions
- Partner with the Program Manager to hold quarterly Town Hall meetings with the entire CSC staff
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