Customer Service Operations Manager 22O25

The Customer Service Operations Manager (CSOM) is a critical leadership role responsible for overseeing and optimizing the customer service department's daily activities. This role ensures the delivery of exceptional service to customers and the efficient functioning of customer service operations. The CSOM plays a key role in designing, implementing, and enforcing customer service quality and performance standards. This position demands strong strategic planning abilities and a comprehensive grasp of the company's products and services. The ideal candidate will be passionate about customer satisfaction, lead with enthusiasm, and demonstrate the ability to innovate and push boundaries in customer service practices.

Responsibilities

• Develop and implement customer service strategies to enhance overall customer satisfaction.
• Monitor and analyze performance metrics to identify areas for improvement in service delivery.
• Lead, inspire, and mentor a team of customer service representatives for optimal performance.
• Ensure compliance with company policies, standards, and procedures in all customer interactions.
• Collaborate with cross-functional teams to address and resolve complex customer issues efficiently.
• Develop and update training programs to ensure team members possess necessary skills and knowledge.
• Oversee recruitment, training, and professional development of the customer service team.
• Manage customer service budgets and resource allocation effectively and efficiently.
• Implement systems and technologies to streamline operations and improve customer interaction.
• Conduct regular performance reviews and provide actionable feedback to team members.
• Stay updated with industry trends and incorporate relevant developments into the service strategy.
• Address escalated customer complaints and ensure prompt and satisfactory resolution.

Requirements

• Bachelor’s degree in Business Administration, Management, or related field preferred.
• Minimum of 5 years of experience in a customer service leadership role required.
• Proven track record of successful team leadership and customer service improvement.
• Strong analytical skills to interpret data and make informed decisions.
• Excellent communication and interpersonal skills to engage with diverse stakeholders.
• Ability to work under pressure and handle challenging situations with composure.
• Proficiency in customer service software and technology solutions is highly desired.