Customer Support and Quality Improvement Manager
Customer Service Manager Jobs
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Transportation Security Officer | Cover Letter Airport | Sample Resume Airport
Customer Service Manager
Customer Support and Quality Improvement Manager - he/she assists the Federal Security Director of the airport in managing and assuring attainment of quantitative and qualitative customer satisfaction.
Duties and Responsibilities
The incumbent serves as a Customer Support and Quality Improvement Manager for the Transportation Security Administration at a large Category X or I sized U. S. airport. As such, he/she assists the Federal Security Director (FSD) of the airport in managing and assuring attainment of quantitative and qualitative customer satisfaction goals - Customer Support and Quality Improvement Manager
Serves as a liaison between the FSD and concerned parties at the airport, i.e., the traveling public, air carriers, on-site vendors/retailers, and various groups and representatives from the aviation industry on customer support and quality improvement matters.
Designs and conducts complex studies, and surveys aimed at improving customer support programs and operating policies and procedures. Analyzes data for process improvement opportunities; identification of performance measures; and resource allocations - Customer Support and Quality Improvement Manager
Implements highly-visible, national-level customer support programs and quality improvement action plans and continuously evaluates them against established performance baseline measurements. Effectively manages customer concerns and resolves issues or complaints in a timely fashion. Collects, maintains, and creates reports utilizing data and survey information. Provides overall technical and administrative direction to the FSD’s staff on customer support and quality improvement matters.
Key Skills
- Skill in performing quantitative and qualitative data analyses in order to measure customer support outreach efforts, customer satisfaction, and marketing approaches.
- Skill in reviewing and analyzing data in order to identify problem areas and provide recommendations and/or solutions.
- Demonstrated ability to communicate effectively to respond to stakeholders, Congress, Government and industry executives, the media, special interest groups, and the general public to explain and defend complex and potentially controversial and sensitive issues.
- Ability to manage a diverse workforce and lead others, including planning and assigning work, improving and controlling performance, selection employees, and promoting EEO, human relations, and employee participation - Customer Support and Quality Improvement Manager
Customer Support and Quality Improvement Manager
Related Resources
Customer Service Representatives
Employment of customer service representatives is projected to show little or no change from 2020 to 2030.Despite limited employment growth, about 361,700 openings for customer service representatives are projected each year, on average, over the decade. Most of those openings are expected to result from the need to replace workers who transfer to different occupations or exit the labor force, such as to retire.
Occupational Employment and Wages-May 2021
Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. May handle and resolve general complaints. Excludes individuals whose duties are primarily installation, sales, repair, and technical support.
careers Outlook
Customer service skills include communication, patience, and knowledge of your company’s products or services. You also should be friendly and understanding. In some occupations, you may need the ability to diagnose and fix problems or to make sales.
Gemline in Boston
Founded in 1958, Gemline is an award-winning consumer products company in the $25 billion-dollar promotional products industry. Gemline is headquartered 25 minutes north of Boston in Lawrence, Massachusetts. The Company has over 300 employees worldwide.
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