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Call Center Operations Manager

2 months ago

Boca Raton, Florida, United States Nation Safe Drivers Full time

Job Summary

Nation Safe Drivers is seeking a highly skilled and experienced Customer Service Operations Manager to join our team. As a key member of our leadership team, you will be responsible for managing first-line supervisors who oversee the day-to-day operations of our customer service team. Your primary focus will be on ensuring that our clients receive exceptional service, quality, and financial performance.

Key Responsibilities

  • Manage and develop first-line supervisors to achieve high levels of customer satisfaction, quality, and financial performance.
  • Develop and implement strategies to improve operational efficiency, reduce costs, and enhance customer experience.
  • Collaborate with cross-functional teams to identify and address operational challenges and opportunities.
  • Provide coaching, mentoring, and training to supervisors and team members to enhance their skills and knowledge.
  • Conduct regular team meetings and provide feedback to ensure alignment with company goals and objectives.

Requirements

  • At least 1-2 years of experience in operations management in a call center environment.
  • 3 years of supervisory experience in a customer service call center.
  • Proven track record of achieving high levels of customer satisfaction, quality, and financial performance.
  • Strong leadership and management skills, with the ability to motivate and develop high-performing teams.
  • Excellent communication, problem-solving, and analytical skills.
  • Experience with call center tools such as Avaya, CMS, Business Advocate, and Teleopti.
  • Microsoft Excel skills and ability to analyze data to inform business decisions.

What We Offer

  • Competitive compensation and benefits package.
  • Opportunity to work with a leading company in the automotive industry.
  • Collaborative and dynamic work environment.
  • Professional development opportunities to enhance your skills and knowledge.