CSR Manager

Position Responsibilities

The CSR Manager will oversee Customer Service Representatives (CSR) for 24x7 support of internal and external Terremark customers, onsite, at Global Customer Support Center locations.  The CSR Manager will ensure a high standard of customer service is maintained by CSRs, there is adherence to operational policies and procedures by CSRs and that there is sufficient staff to meet operational requirements in a highly dynamic and customer-focused support environment.  This position will hire CSRs and manage CSR performance in accordance with corporate and departmental guidelines. The CSR Manager will be well organized and have good verbal and written communication skills to interact with Terremark customers, partners and employees to ensure high customer satisfaction.  This position will ensure that departmental performance service level agreements are met, for their team and the individuals that comprise it.  The CSR Manager will provide daily/weekly/monthly operational reports as well as contribute to and create policy and procedures for the CSR area of responsibility as needed and requested.  This position will interact in an ongoing basis with local and remote Support teams and customers.  Other duties may be assigned.

Required Skills & Experience

 • 1-3 years leadership experience
• Ability to manage 10 Customer Service Representatives
• Experience in a 24x7 production support environment
• Good verbal and written communication skills
• Excellent computer operation skills
• Ability to read, comprehend and compose reports, processes and procedures
• Excellent customer service skills
• Good planning and organizational skills
• Strong troubleshooting and problem solving skills
• Strong sense of urgency in support of all customers. 
• Ability to understand business requirements and to assign and prioritize work for others

Desired Skills & Experience

• ITIL Certification
• Bachelor's Degree in Information Technology, Computer Science or Business Management or equivalent work experience
• Technical or business-related professional certifications