
Customer Service Operations Manager
7 days ago
The Call Center Supervisor I oversees teams of customer service associates who handle inquiries and problems via phone and/or email. They monitor operations to ensure adherence to service level standards, company policies, and procedures.
- Ensures professional and courteous customer support services are delivered to customers.
- Coordinates customer service activities with other internal functions.
- Tracks and reports contact center performance against objectives and goals.
Key Responsibilities:
- Oversees teams of customer service associates.
- Monitors operations to ensure adherence to service level standards.
- Ensures adequate phone coverage.
- Evaluates the quality of customer service calls from customers.
- Communicates with clients, vendors, and other departments.
- Provides coaching and mentoring to contact center supervisors and team leads.
- Approves and implements streamlining opportunities and process improvements.
Requirements:
- Considerable knowledge of products and business operations.
- Excellent customer service skills.
- Excellent verbal and written communication skills.
- Ability to lead and manage large teams effectively.
- Demonstrated problem-solving and decision-making skills.
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