Customer Service Operations Manager

4 weeks ago


Orlando, Florida, United States Home Service Partners Full time

Home Service Partners is a dynamic and fast-paced organization dedicated to delivering exceptional customer service. We're seeking an experienced and results-driven Customer Service Operations Manager to lead our team of remote home service partners.

Job Summary

The Customer Service Operations Manager will oversee the day-to-day operations of our assigned program, ensuring that program goals, such as service level, quality, and staffing, are met. This role will lead a team of agents, coach, develop, and motivate them to provide world-class customer service on all customer interactions, deliver on commitments, and maximize their potential.

Key Responsibilities
  1. Team Leadership: Lead a team of agents, providing coaching, development, and motivation to ensure they deliver world-class customer service.
  2. Program Management: Oversee the day-to-day operations of our assigned program, ensuring program goals are met.
  3. Attrition Management: Implement strategies to manage attrition and ensure a high-performing team.
  4. Quality Assurance: Develop and audit quality assurance strategies to ensure the delivery of world-class service.
  5. Communication: Communicate key messages effectively to ensure the team is well-informed about issues that may impact them or their customers.
Requirements

We're looking for a highly skilled and experienced professional with a strong background in customer service operations management. The ideal candidate will have:

  • 1-3 years of remote contact center operations management experience
  • 2-5 years of contact center or customer service experience with a minimum of two years in a leadership/management role
  • Driven results and a passion for delivering exceptional customer service
  • Professional demeanor, dependable, and consistent
  • Excellent communication and leadership skills
Compensation

The salary for this role is estimated to be around $65,000 to $85,000 per year, depending on experience and location. Inktel will pay bi-monthly via direct deposit based on the compensation rate established in the contractor agreement.

Benefits

Home Service Partners offers a competitive benefits package, including:

  • Minimum PC Requirements: Dual Core 1.2 GHz or better, 40 GB or more of available space, 4 GB of RAM minimum
  • Technology Requirements: Google Chrome (latest version), Integrated or USB camera with 1080p resolution or higher
  • Internet Connectivity Requirements: Hard-wired connection (no wireless), minimum 45 Mpbs download / minimum 10 Mpbs upload
Equal Opportunity Employer

Home Service Partners is an equal opportunity employer/protected veterans/individuals with disabilities. We're committed to creating a diverse and inclusive work environment.

Disclaimer

Home Service Partners does not discriminate against employees or applicants based on their pay or the pay of other employees or applicants. However, employees who have access to compensation information cannot disclose it to individuals who do not otherwise have access to compensation information, unless it's in response to a formal complaint or charge.



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