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Senior Customer Service Operations Manager

2 months ago

Salt Lake City, United States Raisin Full time
Team

We are seeking a Senior Customer Service Operations Manager with a strong background in Quality assurance, Training development and delivery, and Process and Procedure management to join our growing company. This role will be pivotal in ensuring the efficiency, accuracy, and quality of our customer service team by overseeing the QA function, managing new and existing employee training, and leading the development, management and changes in processes and procedures.

You are fit if apart from technical skills and relevant experience, given the broad scope of this role, you possess strong intellectual acumen, a strong entrepreneurial spirit and a highly proven track record in executing with excellence.

This role is an incredible opportunity for individuals who enjoy the challenge of building something from scratch, the challenge of scaling capabilities, and having the opportunity to design the future in a highly innovative and successful organization.

Your Responsibilities Quality Assurance (QA):
  • Oversee the development (currently in progress) and implementation of quality assurance program to monitor and improve the performance of the call center colleagues across all customer service channels.
  • In partnership with Team Leaders, provide actionable feedback to agents and based on QA findings to enhance service delivery.
  • Identify, share and implement employee and process trends for training, procedure, system and product enhancements.
  • Develop and distribute management reports detailing individual and process performance.
Employee Training & Development:
  • Partner with other Training design and delivery teams to execute onboarding training programs for new employees.
  • Develop and deliver ongoing training for existing employees on new products, services, tools, and updated customer service techniques.
  • Work closely with team leads to identify individual and team-wide training needs based on QA results and performance reviews.
Process and Procedures Management:
  • Lead the creation, documentation, centralization, and communication of standard operating procedures (SOPs) for the customer support team.
  • Manage the change control process, working closely with internal stakeholders to ensure that all procedural updates are implemented smoothly and without disrupting service.
Process and Procedures Change Management:
  • Identify opportunities for process optimization and lead initiatives to improve Customer service workflows, reduce handling times, and enhance customer satisfaction.
  • Develop and maintain a change management framework for introducing new procedures or modifying existing processes, ensuring minimal disruption to operations.
Your Profile
  • Financial Service background is mandatory.
  • Bachelor’s degree in Business, Operations, Customer Service, or a related field (preferred).
  • Proven experience (5+ years) in a call center environment, with at least 2 years in a management or supervisory role.
  • Strong process management experience in at least one or more of quality assurance, employee training, and process management.
  • Excellent communication, leadership, and problem-solving skills.
  • Experience with CRM systems, call center software, and quality monitoring tools.
  • Prior experience with Zendesk is preferred.
Join our mission, join our team - and grow with us

At Raisin, we care about each other and it is one of our top priorities to foster an open and caring environment in which everyone feels welcome and comfortable. Our culture is strongly driven by our ambitious team, who are at the heart of our success.

As part of our US team, you will benefit from:

  • Flexible working hours and 28 vacation days.
  • Employee Development Budget of $2,200 and 4 full training days per year.
  • Access to Babbel for continuous learning.
  • Company 401k contribution of 5%.
  • Healthcare coverage contribution, including medical, dental and vision.
  • Commuter benefits and flexible working from home policy.
  • Regular team events and yearly Summer and Winter Party.