November 14, 2024

IDEMIA

FULL TIME

Manager Customer Service

Overview:

IDEMIA is the global leader in identity and security. Our mission is to create a safe and simple future where identity verification is indisputable, and only you can assert your identity. We are a distributed company leveraging the latest technologies to deliver world-class products in the private and public sectors of finance, telecom, identity, security, retail, sports entertainment, commercial, government, and Io T. We use a variety of technologies and approaches to deliver quality product and services to government agencies and technology companies. IDEMIA is a made up of a group of 14,000 diverse people from different nationalities, speaking over 20 different languages. Together, our solutions impact the everyday lives of citizens and nations. In this ever-changing world, protecting your identity is paramount. Join the team that is ensuring one person - one identity.

Responsibilities:

Comprehensive knowledge of Idemia Customer Solutions operations. Develops and administers call center policies governing scheduling, call and case handling, and customer service. Works closely with the knowledge management team to build effective Tier 1 KB support articles for both internal and external customers with a goal on first contact self-service resolution.
Reporting and dashboards. Maintain and build detailed dashboards that track case management and team performance for both internal and external customers. Provide regular reports as well as ad-hoc reports.
Collaboration with peers. Works with other CS Managers and support teams to ensure best in class service is provided. Creates cross functional teams that can support several product lines for

Qualifications:

CRM management experience - Salesforce Service cloud experience a plus.
Experience managing phone systems – queues, scheduling, skills setting and building effective dashboards for the support team and supervisors to monitor the health of the support queues and minimize average hold times.
Expertise managing remote contact centers and managing team metrics to achieve goals and meet SLAs. Jabber/Cisco a plus.
BA Degree or equivalent
3-5 years’ experience managing contact centers or support teams.