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.