- Location
- San Antonio, TX
- Type
- Full-time
- Department
- Customer Service
- Seniority
- Manager
- Closing date
- Today
- Source
- Vincere
Description
Customer Operations Manager 65k - 87k
The Manager of Customer Operations is in charge of managing and improving customer service operations within the company. They coordinate with analysts to develop strategies, identify new sales opportunities, implement call center improvements, and manage dispatch and customer service operations. They also manage the budget, delegate tasks, and handle complex issues for their aligned team members.
Essential Duties and Responsibilities
The essential functions include, but are not limited to, the following:
- Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience with a focus on the ability to scale.
- Establishes performance metrics for customer service representatives.
- Establishes service levels and requirements for the department.
- Measures team performance;communicates goals and quotas to team; and encourages the call center as they work toward reaching their goals and quotas.
- Develops and implements methods to record, assess, and analyze customer feedback.
- Develops and implements training and quality assurance programs focused on the customer journey for new hires and experienced employees.
- Identifies and recommends expansions of technology, equipment, and policies that may improve customer service and retention.
- Acts as a liaison between the customer service department and other departments in the company.
- Drafts and implements the department’s budget.
- Prepares and presents reports to senior leadership strategy recommendations focused on sales and retention data in conjunction with sales and senior management.
- Understand industry trends, customer behavior, and market dynamics to guide the approach for call center employees to empower the customer service journey.
- Prioritize exceptional customer service. Understand customer needs, address concerns, and ensure a positive experience for callers.
- Lead,mentor and develop a multi-site team.
- Proficient in workforce management, understanding a call center environment, and streamlining processes for maximum efficiency.
- Mediate problems and disputes between dispatch/route service personnel and customers as needed
- Carrying out additional duties assigned by senior management.
Supervisor Responsibilities of this Role
Oversees the Customer Service and Dispatch teams. Carries out supervisory responsibilities in accordance with organization policies and applicable laws. Responsibilities include staff selection, establishing expectations/goals, employee development, planning, assigning, and directing work; appraising performance; rewarding, and resolving employee concerns.
- Directly responsible for the teams in the respective area.
- Provides ongoing training to applicable staff to develop and encourage their technical and operational performance.
- Meets with appropriate staff on a timely basis for performance evaluations and communication of Company goals.
The Manager of Customer Operation’s success will be measured by many factors pertaining to the job, including, but not limited to:
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They will have primary responsibility KPIs set by the Regional VP. A few examples may include:
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Minimum Qualifications
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Physical Demands and Work Environment Physical Demands:
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Working Environment:
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