Customer Service Operations Manager

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

Job summary

RRD is seeking a Customer Service Manager to delegate and monitor the day-to-day activities of the customer service team, ensuring balanced workflow and effective communication with customers. You will coach staff, conduct performance reviews, and develop career plans while aligning with corporate policies; participate in process improvements and coordinate with other departments.

The role requires a Bachelor's degree and 5+ years of supervisory experience; typical hours are 8 AM to 5 PM with a

Qualifications

• Bachelor's degree required with 5+ years of related experience.
• 5+ years of experience in managing/supervising a team.
• Advanced PC skills with Microsoft Office, including Outlook, Word, Excel, PowerPoint.

Responsibilities

• Lead, coach, mentor and motivate the customer service team to achieve high performance.
• Conduct annual performance reviews for direct reports.
• Ensure career development plans are prepared and communicated for all direct reports.
• Support employment policies and procedures and ensure policy adherence.
• Plan for and determine backup coverage for vacations.
• Represent the organization to customers professionally and resolve issues.

Skills

Team management

Leadership

Customer communication

Education

Bachelor's degree in related field

Tools

MS Office

Job description

RRD is seeking a Customer Service Manager to delegate and monitor the day-to-day activities of the customer service team, ensuring balanced workflow and effective communication with customers. You will coach staff, conduct performance reviews, and develop career plans while aligning with corporate policies; participate in process improvements and coordinate with other departments.

The role requires a Bachelor's degree and 5+ years of supervisory experience; typical hours are 8 AM to 5 PM with a