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Wolters Kluwer Manager, Customer Service - Billing & Account Management in Wichita, Kansas

R0021816

Manager, Customer Service - Billing & Account Management

Wichita, KS or Kennesaw, GA

The Manager, Customer Service - Billing & Account Management for the Tax & Accounting North America Division will be accountable for day-to-day team supervision and coaching, workforce management, escalation management, and general process improvement initiatives that advances our customer’s and employee’s experience and perception as easy to do business with and a great place to work.

*This position will be based in either Wichita, KS or Kennesaw, GA.**

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Establish, monitor, and adjust workforce management plan to properly balance staff across phone, chat, and web ticket queues to consistently achieve customer experience KPI’s (i.e., wait time, case resolution speed, customer satisfaction)

  • Responsible for advancing and implementing our digital strategy to better service our customers

  • Performs duties related to hiring, firing, performance reviews and pay reviews of employees

  • Routinely analyze customer inquiry data, KPI’s, operational practices, and employee QA to ensure consistent quality customer experience

  • Create monthly business performance updates for executive leaders inclusive of improvement opportunities, accomplishments, actions in motion, and business impact

  • Collaborate with the cross functional partners to identify root cause of customer issues and escalations and create repeatable processes to prevent reoccurrence of such issues and escalations

  • Maintain and improve employee upskilling and cross training program enabling Center of Excellence strategy across phone, chat, and web ticket channels

  • Develop standards and best practices for verbal and written customer interactions to ensure customer issues are resolved in a timely, professional, and compassionate manner.

  • Seeks regular feedback from internal and external customers and peers on strategy, process, and system improvements to develop pro-active solutions to problems

  • Other duties as assigned

JOB QUALIFICATIONS

Education: Bachelor’s degree preferred, or relevant work experience as customer contact center manager

Preferred Education:

  • Degree in Business, Accounting, Finance, Psychology or English

  • Lean Six Sigma Green Belt Certification or Higher

Required Experience:

  • A minimum of 4 years’ experience in a customer service, billing, or call center environment

  • 2 years of management experience; preferably within finance/tax industry or B2B environment, 3+ years preferred

  • Experience collaborating across multiple internal teams to solve customer escalations

  • Intermediate to advanced skills in Microsoft Office Suite (specifically: Word, Excel, PowerPoint, Outlook).

Preferred Experience & Knowledge:

  • Experience in Lean Six Sigma process and data analysis strongly preferred

  • Experience implementing and advancing digital customer service channels (chat, web tickets, voice bot/attendant)

  • Knowledge of Salesforce.com, SAP and/or other enterprise billing software systems

  • Knowledge of workforce management practices (forecast and recommend headcount)

Other Knowledge, Skills, Abilities or Certifications:

  • Advanced professional communication skills both written and verbal

  • Demonstrates executive presence in communicating upward

  • Demonstrated high level of independent thinking and innovation

  • Demonstrated ability to prioritize, manage multiple competing priorities, and attention to people and process risks

  • Strong work ethic and passion for excellence

  • Ability to effectively manage change.

  • Performance management of large teams, creating and implementing policy, mentoring and coaching, as well as stakeholder manager and communications about high visibility and time sensitive issues

Travel requirements : less than 10%

Physical Demands : normal office environment

EQUAL EMPLOYMENT OPPORTUNITY

Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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