Customer Service Manager: Lead, Coach & Optimize Teams

RR Donnelley & Sons; Buckland (CT); On-site; USD 79,000 - 126,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

Life insurance

Parental leave

Adoption assistance

Tuition assistance

Employee discounts

Job summary

RR Donnelley & Sons is seeking a Customer Service Team Lead to delegate and monitor day-to-day activities of the customer service team. You will promote balanced workflow, communicate with customers, provide growth guidance, and ensure service standards are met.

The role involves leading the team, conducting annual reviews, and supporting process improvements while collaborating with internal and external customers. Standard hours are 8AM to 5 PM with possible overtime as needed.

Qualifications

• Bachelor's degree in discipline related to function of work with 5 years of related experience.
• 5 or more years of experience in managing/supervising a team required.
• Advanced PC skills with MS Office including Outlook, Word, Excel, PowerPoint, Access and Internet Explorer.

Responsibilities

• Lead, coach, mentor, motivate and inspire direct reports to achieve high performance.
• Conduct annual performance reviews for direct reports.
• Ensure career development plans are prepared and communicated for all direct reports.
• Support policies and procedures including the company’s Aff.
• Coordinate workload to prevent bottlenecks and ensure coverage.

Skills

Team leadership

Coaching

Performance management

Education

Bachelor's degree in relevant field

Tools

MS Office

Job description

RR Donnelley & Sons is seeking a Customer Service Team Lead to delegate and monitor day-to-day activities of the customer service team. You will promote balanced workflow, communicate with customers, provide growth guidance, and ensure service standards are met.

The role involves leading the team, conducting annual reviews, and supporting process improvements while collaborating with internal and external customers. Standard hours are 8AM to 5 PM with possible overtime as needed.