The Manager, Export Documentation is responsible for the management and leadership of the Export Documentation team. The Export Manager will ensure team productivity, maintenance of call quality and superior customer service, and adherence to Blair policy and procedure. This position is required to drive and monitor productivity and performance metrics. The Export Manager will develop, foster, and maintain a customer-centric culture at Blair/CIBT and operate in alignment with our values and mission.

As the Export Manager, you will:

• Oversee daily operational activity to maximize resource utilization, staffing productivity, and customer service quality.
• Maintain established standards of work, data accuracy, and quality expectations.
• Understand a range of Export documents & work with relevant governing bodies.
• Work alongside global teams to understand local requirements to offer a global service to UK client base.
• Monitor productivity and deliver employee performance through various statistical and reporting methods, conduct performance reviews in adherence to schedule.
• Serve as escalation point for resolution of client complaints.
• Review calls and monitor trends based on queries, calls, and issues; use appropriate tools to make recommendations on improving service quality.
• Develop and maintain deep content knowledge on Blairs business process to complete orders, maximize system capabilities and steward policy and procedure within the team.
• Create and maintain schedules based on actionable analytics.
• Support the training, coaching and mentorship of team members.
• Facilitate team meetings and cascading messaging to ensure effective communications and appropriate knowledge transfer.
• Additional responsibilities as determined and assigned.

Required Qualifications:

• Minimum of 4 years of experience in a Customer Service or Sales Customer Service capacity.
• Minimum of 2 – 3 years of experience as a direct supervisor providing management and leadership.
• Strategic mindset and ability to drive projects forward amidst shifting priorities, situations and goals.
• Strong project management and organizational skills; proven track record of high productivity in deadline sensitive environment.
• Ability to develop and manage analytics and report on trends and metrics.
• Strong written and verbal communication skills; excellent presentation and meeting facilitation skills.
• Commitment to data security and integrity, information accuracy, and attention to detail.
• Experience and aptitude with Microsoft Office Suite