Customer Service Team Manager

The Position

Netflix is looking for highly motivated, dynamic Customer Service Team Managers for our inbound customer service environment. This position will directly lead a team of Customer Service Representatives in providing a superior customer service experience as we grow from 7M to over 20M subscribers. The successful candidate will possess a strong customer focus, bring exceptional leadership and interpersonal abilities, and demonstrate strong analytical and problem solving skills. Must be able to multi-task in a fast-paced environment and motivate and develop teams and individuals through timely coaching and mentoring. You will be required to analyze and act upon call center metrics, demonstrate a commitment to quality, negotiate solutions and act as a liaison with internal and external customers. Strongly prefer Call Center experience.

Duties & Responsibilities:

o Build a strong and effective team committed to delivering world class customer service and achieving organizational goals
o Drive performance through team coaching and training
o Demonstrate a strong level of product knowledge and a commitment to quality and consistency
o Identify and analyze escalated problems and provide guidance to team
o Hire exceptional candidates
o Train and develop the team, including regular one on one meetings with team members and overall performance management
o Review and analyze metrics in order to drive team performance
o Initiate and develop relationships with others throughout the company in order to identify and understand customer and business needs
o Participate in special projects and performs additional duties as required

Qualifications:

• Work Experience:
o Minimum of 5 years previous experience managing a team of service focused employees ( call center or customer service support preferred)
o Track record of successful leadership in a dynamic, rapid growth and entrepreneurial environment.

• Education:
o Bachelor’s degree or equivalent work experience in lieu of a degree.
o Additional professional development coursework or certifications in customer service, leadership and management desired.

• Technical Skills:
o Excellent technical skills, use of metrics to drive results (call center technologies including CMS and Workforce Management applications preferred)
o Intermediate level skills in MS Office applications with strong emphasis in MS Excel
o Excellent interpersonal skills, ability to integrate with an existing team and thrive in a rapidly changing environment
o Superior problem-solving and decision-making skills, enabling independent review of options for issue resolution and a strong track record for sound judgment calls.
o Ability to work independently by multi-tasking, appropriate prioritization and strong time management, to independently manage follow-up and meet aggressive deadlines
o Excellent written and verbal communication skills, across all aspects of job and organization

Characteristics of success at Netflix

• Strong customer orientation, both internally and externally
• Strategic thinking both technically and about the business as a whole
• Ability to execute successfully on business strategy
• Self motivated/self starter
• Desire to work in a fast-paced, evolving, and dynamic environment
• Love of challenges and the sense of pride it brings to solve them
• Ability to work well in a cross functional environment

**Netflix offers an outstanding compensation and benefit package.
Please see above.

For quick consideration apply here