Dynamic Customer Service Operations Manager
2 weeks ago
A dynamic and experienced individual is sought to assume a pivotal leadership role in customer service operations. This position demands a hands-on manager who excels in a technical, trade-focused environment, driving operational efficiency and implementing solutions to improve call handling times, first-contact resolution, and overall service quality.
Job Responsibilities
- Lead, mentor, and motivate a team of customer service specialists to achieve high performance and continuous improvement.
- Manage the full employee lifecycle, including recruitment, onboarding, training, performance reviews, and professional development plans.
- Provide daily direction, constructive feedback, and coaching to ensure the team is equipped to handle complex technical inquiries and provide accurate expert advice.
Requirements
- A minimum of 1+ years of experience in a customer service management or team leadership role, preferably within the automotive, trade, or a related technical industry.
- Proven ability to lead, develop, and inspire a team in a fast-paced environment with a strong focus on coaching and mentorship.
- Exceptional communication and interpersonal skills with the ability to build rapport with a trade-savvy clientele and liaise effectively with internal technical staff.
This role requires a proactive, problem-solving mindset with a strong focus on continuous improvement and customer satisfaction. The ideal candidate will have solid administrative skills and proficiency with CRM systems and standard office software.
Key Performance Metrics
- Call handling times
- First-contact resolution
- Service quality
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