Customer Service Operations Manager
The Customer Service Operations Manager reporting into the Associate Director of Customer Service will effectively lead and support the customer service operations by improving systems, process, managing staff and think strategically of main initiatives and strategies that can help us ensure that service levels and performance targets are met.
Key Responsibilities
- Be passionate about your Personal Growth and that of each team member; identify opportunities for improvement in areas of productivity and quality and make recommendations for re-training or up-skilling.
- Maintain situational awareness of the activity in the Call Center including volume of incoming calls, service and staffing levels. Utilize this information to independently make the best decisions required to meet departmental goals including redirecting staff, setting priorities and adjustments to staffing.
- Work closely with Customer Service leaders globally to ensure that the highest level of customer experience is provided with every customer contact handled.
- Embody Accountability; hold self and team members accountable for accomplishing organization goals by accepting ownership of said goals, executing strategic plans and exploring opportunities while add value to the company
- Develop a culture that promotes Teamwork and encourage trust in department while holding bi-weekly performance based team meetings to ensure that changes in policies, procedures and standards communicated clearly.
- Motivate direct reports to perform better and develop programs for correcting performance issues, enhancing overall performance and career progression.
- Interview potential employees utilizing established guidelines
- Be responsible for talent retention and leadership development of the direct supervisors.
- Position requires extra hours, weekend, holiday and shift work.
- Be a strategic thinker to be able to come up with high level plans to deliver the required results
- Be able to put together reports for Senior Leadership (Director level and above)
Key Capabilities
- Minimum 3 years people management experience.
- Minimum 1 – 2 years of relevant experience in a Call Center environment.
- Strong ability to lead and mentor others in the achievement of specific and measurable performance metrics with proven motivational and coaching skills.
- Goal oriented with the ability to work in a fast paced, and changing environment independently or as part of a team
- Must be knowledgeable in of all our policies and procedures pertaining to all areas of the Customer Service operation.
- Knowledge of Microsoft Office and applications in particular Excel
- Good organizational skills and ability to plan and prioritize workload.
- Excellent verbal and written communication skills
- Ability to accomplish multiple tasks simultaneously and efficiently
- Strong reporting and communication skills by phone, email, presentation or in person
- Ability to maintain a positive attitude at all times
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