Operational Customer Service Manager
3 days ago
Customer Service Operations Leadership
Our organization seeks a Customer Service Operations Supervisor to lead our team of customer service representatives. The ideal candidate will have experience in managing call center operations and driving key performance indicators (KPIs).
This role involves overseeing the handling of customer interactions, including service requests, appointment bookings, cancellations, complaints, and billing inquiries.
The successful candidate will be responsible for:
- Managing day-to-day operations and ensuring high levels of customer satisfaction;
- Assisting with HR objectives and conducting performance reviews;
- Providing coaching and development opportunities for team members;
- Collaborating with operational management to resolve customer disputes appropriately.
Additional responsibilities include working closely with dispatch teams to improve scheduling accuracy and speed of response, as well as ensuring 24/7 availability for emergencies or critical issues.
Key Responsibilities:
- Manage customer interactions and ensure high-quality service delivery;
- Drive KPIs such as customer retention, bookings, service levels, and abandonment rates;
- Conduct performance reviews and provide coaching and development opportunities for team members;
- Collaborate with operational management to resolve customer disputes.
This is a full-time position requiring 24/7 availability for emergencies or critical issues. Travel may be required.
For this role, you must have excellent leadership and communication skills, as well as the ability to work effectively in a fast-paced environment.
The successful candidate will be able to motivate and engage team members to deliver exceptional customer experiences.
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