Customer Service Manager

Capitol Bridge Puerto Rico is currently looking to hire Customer Service Manager for our Isabela, PR site at 699 Industrial Avenue, Isabela, PR 00662. The position requires on-site presence, with responsibilities including guiding, coaching, developing, and mentoring a team of operations supervisors, who will oversee the execution of remote staff. Additionally, the manager will play a crucial role in steering the site towards achieving its goals and key performance indicators. This position reports to the site’s Senior Operations Manager and is contingent upon project award and contract approval.

Salary: $65,000.00 annual

Excellent Benefits Plan Includes:

• Health Insurance- medical, dental, vision & pharmacy benefits. (Employer contribution included)
• Company sponsored Life Insurance.
• 401K Retirement plan.
• Vacation Leave and Sick Leave dictated by PR Labor Law.
• Employee Assistance Program
• Paid Training
• Paid Holidays

Duties and Responsibilities

• Provide oversight and day-to-day management of program demands including customer requirements, business processes, systems, budget, and operations to ensure performance metrics are met.
• Manage individual and team activities, workload, and priorities in support of departmental objectives with responsibility for results, including costs, quality, timeliness, and effectiveness.
• Monitor and maintain employee documentation and projects such as timesheets, employee information, attendance tracking, disciplinary action, terminations, coaching, and adherence to policy.
• Communicate relevant performance trends, patterns, and issues to project/analytics staff and organization hierarchy regularly and in a timely fashion.
• Frequently interact with employees, customers, and/or functional peer group managers by communicating, attending, and participating in meetings
• Effectively communicate and support the company’s/program’s vision and goals to your team and peers.
• Contribute to the review, update, and documentation of standard operating procedures while making recommendations for improvement.
• Analyze data and reports to determine root cause of poor performance and implement mitigation efforts to improve performance while following International Organization for Standardization (ISO) best practices and processes.
• Develop teams through coaching, motivation, delegation, performance evaluation, addressing behavioral/interaction issues, accountability, and (when necessary) timely administration of progressive discipline and terminations.
• Perform other duties as assigned by leadership.

Basic Qualifications:

• Bachelor’s degree or equivalent combination of education, work experience considered in lieu of degree required.
• At least three (3) years of people management experience required.
• At least five (5) years of experience in a related field required.

Preferred Qualifications:

• Some experience managing remote staff
• Excellent organizational skills
• Proficient in Microsoft Office
• Demonstrated history of strong leadership, professionalism, communication, listening, analysis, and problem-solving skills
• Ability to be flexible in work schedule to meet changing business needs, deadlines, and priorities.

Physical Requirements and Work Environment:

• Prolonged sitting throughout the workday with occasional mobility required.
• Corrected vision within the normal range.
• Hearing within normal range. A device to enhance hearing may be provided if needed.
• Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, including a financial calculator, personal computer, and telephone.
• Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.

Screenings Requested

You may receive requests for background check and or drug screen regarding this employment opportunity. Respond to all requests quickly as we anticipate filling our vacancies quickly and non-responses may result in disqualification for this opportunity.

Reasonable Accommodation

If you require alternative methods of application or screening, you must approach the employer directly to request this. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

EEO Statement

Capitol Bridge is an Equal Opportunity Employer. All employment decisions at CB are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.