- Customer Service Operations Manager
- Full Job Description
- The Customer Service Operations Manager / Manager of Service Operations is responsible for managing a wide variety of operational performance goals that focus on delivering timely, complete service to our customers. You will lead a group of Service Engineers and specialists through critical thinking strategies that will resolve complex service problems. You will maintain and mitigate customer complaints in relation to wait times, service provider performance, and a variety of other related services
- Your influence will ultimately drive improvements in operational processes and procedures amongst the frontline and escalations teams. This role requires a true administrative with a high level of follow-up and someone who wants to constantly improve the lives of their staff as well as our clients, customers and providers.
- You Will:
- • Lead a group of engineers in the frontline and escalation teams
- • Arrange timetables to make work efficient and reduce downtimes and wait times
- • Handle and manage escalation on sensitive jobs
- • Help identify operational strategies, training needs, and develop process improvements with management.
- • Develop plans to improve job execution across frontline and escalation teams
- • Hold regular team meetings with direct reports to review previous day/week/month program performance and provide guidance regarding future performance in order to continuously improve results
- • Provide regular feedback to Senior Leadership regarding current operational performance
- • Escalate issues appropriately and in real-time including, but not limited to, performance, issues affecting morale and human resources issues.
- You Must Be
- • A proven leader with 5+ years experience in managing a customer-centric operations team
- • As a leader, You enjoy explaining the why’s and what’s of how we work and you want to help everyone on your team achieve greatness.
- • Dedicated to maintaining high levels of morale, honesty and integrity in the service department.
- • Incredibly empathetic and understanding of peers, employees, customers and partners alike.
- • Cool and calm under pressure. You have superior organizational skills, integrity, and great follow-through on tasks.
- • Driven by creative intuition and able to do whatever it takes to get the job done. You follow through, and you’re not afraid to make yourself heard.
- • A proactive thinker. You are motivated by operational excellence and can identify opportunities for operational optimization.
- • A great communicator who can manage multiple requests across cross-functional project teams setting timelines, follow up action and communication of results.
- • Bachelor’s degree in Administration, Management or Related Field
- To Be Successful, You Must:
- • Have 3-5 years experience working in a service center environment focused on customer service.
- • Display a passion for the customer experience, especially in escalated, complex situations.
- • Develop an advanced understanding and competency in our internal movement platforms
- • Be proficient in e-mail, calendars, documents, spreadsheets, and presentations.
- • Practice proficient skills in data analysis while using data to influence impactful decisions.
- • Possess excellent verbal, written, and presentation skills.
- • Have the ability to deliver persuasive, confident, and articulate communication
- • Possess excellent judgment/problem solving skills.
- • Display excellent interpersonal and organizational skills.
- • Please send CV to jobs@intermed-pal.com
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