Manager, Customer Service

SAG-AFTRA represents approximately 160,000 actors, announcers, broadcast journalists, dancers, DJs, news writers, news editors, program hosts, puppeteers, recording artists, singers, stunt performers, voiceover artists and other media professionals. SAG-AFTRA members are the faces and voices that entertain and inform America and the world.

The Manager is responsible for overseeing the Customer Service Department while ensuring SAG-AFTRA delivers the highest level of customer service possible. Accountable for direct and indirect management, training, coaching, and mentoring of Representatives.

* Hire, train, develop, and retain employees in both New York and Los Angeles’ Contact Centers * Makes recommendations for, and supports, implementation of policies and procedures * Responsible for employees’ training and development, both new hire and continuation * Measures employee’s performance and makes employment decisions * Partners with the department managers to align department policies and systems with the company's objectives * Monitors programs and procedures to ensure on-time delivery and customer satisfaction * Maintains in-depth working knowledge of SAG-AFTRA systems and processes * Manages performance standards to ensure service goals of organization are met * Provides feedback to the organization regarding service failures or member concerns * Assists Service Representatives on escalated issues that require special handling by utilizing excellent SAG-AFTRA process knowledge and strong skills in negotiating and problem solving, and conducts root cause analysis for resolution and prevention * Analyze trends, and provides feedback to the organization regarding opportunities, service failures, or member concerns * Works continually towards self-development to stay current on customer service, and supervisory procedures & practices * Performs other related duties as assigned

* Possess the ability to inspire and lead staff. * Excellent working knowledge of Contact Center operations. * Demonstrated ability in leading continual improvement initiatives. * Have an understanding of Contact Center Metrics and Management. * Demonstrated experience of CRM, Workforce, and Schedule Optimization. * Able to write clearly, succinctly, and type at least 35 wpm. * Independent problem solving and analytical skills. * Must have effective verbal and written communication skills * Prior experience managing staff in a Union environment is preferred. * Must be able to work in a very challenging environment where constructive feedback from others is encouraged. * Possess excellent listening skills. * Problem analysis and problem-solving skills. * Superlative interpersonal skills: High degree of patience and tact, and must be able to cultivate respectful, strategic, and collaborative relationships with people from diverse backgrounds; both internally and externally. * Hold yourself and others accountable for a high level of performance and integrity. * Have an understanding and awareness of worker rights impacting SAG-AFTRA members. * Must maintain regular and acceptable attendance at such level as is determined at SAG-AFTRA’s sole discretion. * Must be available and willing to work extended hours per day or per week, including weekends and holidays, as SAG-AFTRA determines is necessary to meet its business needs. * Must be available and willing to travel to such locations and with such frequency as SAG-AFTRA determines is necessary or desirable to meet its business needs. * 4 years of direct management experience in a Contact Center environment. (2+ years in Director level strongly preferred) * Fluency in Spanish, both in verbal and written form, is a plus * Bachelor’s Degree preferred, but not required. * Must have a passion for customer service, and enjoy interacting with people. * Must be proficient in Microsoft Office; familiarity with SAG AFTRA Oracle systems is a plus. * Entertainment industry experience preferred, but not required.