Customer Service Operations Manager 09D25

The Customer Service Operations Manager plays a vital role in overseeing the daily functions of a company’s customer service team. This role is crucial in shaping excellent customer service protocols, enhancing the overall customer experience, and ensuring the team meets key performance metrics. This position requires a dynamic leader who can develop different strategies to improve service quality, manage workflow, coach team leaders, and build a culture of exceptional service within the team. As the Customer Service Operations Manager, you will be instrumental in improving the efficiency of processes that affect the customer, ensuring the team provides reliable and prompt service, and strategizing to address any systemic service issues or complaints. This position also requires working collaboratively with other departments to ensure customer satisfaction is achieved uniformly throughout the company. You will need to have exceptional communication, leadership, and problem-solving skills to succeed in this critical role.

Responsibilities

• Lead and manage the customer service team to provide excellent customer service experiences.
• Develop and implement feedback systems to monitor customer satisfaction and service feedback.
• Establish customer service procedures, policies, and standards for the team to follow consistently.
• Manage escalated customer issues and resolve them in a timely manner, analyzing patterns for systematic solutions.
• Ensure that the team meets key performance indicators and metrics regularly and effectively.
• Train, mentor, and support team leaders and customer service representatives in their daily roles.
• Collaborate with other departments to coordinate strategies and processes for stronger customer relationships.
• Identify opportunities to improve service processes and customer interactions continuously.
• Compile reports and analyze data to assist in management decisions on operations improvements.
• Oversee the recruitment and performance management of customer service team members effectively.
• Stay up-to-date with industry trends to implement best practices in customer service operations.
• Organize training sessions and workshops for staff to enhance skills and productivity.

Requirements

• Bachelor's degree in Business Management, Communications, or a related field required.
• At least 5 years of experience in a customer service role, with managerial expertise.
• Proven ability in leading and developing a high-performing customer service team.
• Excellent communication, interpersonal, and leadership skills necessary for success.
• Analytical skills to interpret data and direct team decisions based on insights.
• Experience with CRM software and customer contact center operations is essential.
• Capability to manage stress and handle a fast-paced work environment effectively.