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Customer Service Operations Manager

2 months ago

Atlanta, Georgia, United States GeorgiaGov Full time
Job Summary

We are seeking a highly skilled Customer Service Operations Supervisor to join our team at GeorgiaGov. As a key member of our customer service center, you will be responsible for supervising and training assigned staff, ensuring the proper execution of tasks, and monitoring completion. You will work closely with management and the team to achieve the customer service center's goals and objectives.

Key Responsibilities
  • Develop and implement strategies to accomplish departmental goals and Key Performance Indicators.
  • Supervise and coordinate daily activities of the Peach Pass Retail Center and satellite locations.
  • Monitor the progress and productivity of assigned staff to evaluate employee performance.
  • Provide training to staff in appropriate methods and procedures.
  • Monitor retail locations to observe individual demeanor, technical accuracy, and conformity to company policies and procedures.
  • Ensure all compliance requirements are met.
  • Serve as a liaison for operational issues and computer and technology systems.
  • Research and prepare reports and records as needed.
  • Assist in developing and implementing process improvements and operational changes.
Interactions with Upper Levels of Management

You will interact with upper levels of management to submit status reports, budget information, recommendations, and problem alerts.

  • Discuss support requirements and submit appropriate recommendations.
  • Develop efficient upgrade plans/strategies and submit necessary background and budget information.
  • Conduct meetings with vendors and/or management to exchange relevant information.
  • Confer with other members of the division and department to resolve problems quickly.
Professional Development

You will maintain a high level of job skills by attending and completing various seminars and training courses and reading appropriate literature.

  • Plan appropriate personal training needs with supervisor.
  • Attend and complete training plan courses and seminars.
  • Read and review professional periodicals and technical manuals.
  • Train less experienced employees in various tasks/procedures.
  • Communicate information in a clear and understandable manner.
  • Maintain expert level knowledge of applicable laws, rules, regulations, policies, and procedures.
  • Incorporate knowledge of pertinent new trends and developments into section policies and procedures.
Human Resources and Employee Relations

You will manage human resources and employee relations functions, including interviewing applicants, making selection recommendations, and providing training and development opportunities.

  • Interview applicants and make selection recommendations.
  • Identify staff training and development needs and ensure necessary job-related instruction is provided.
  • Assign work to employees supervised, considering available resources, bench strength, and workload.
  • Manage staff in the utilization of computer software applications.
  • Develop annual employee performance plans and conduct performance evaluations.
  • Monitor and approve staff leave usage.
  • Review, recommend, and/or initiate personnel actions.
  • Identify alternatives and try to resolve issues prior to the formal filing of a grievance.
Interactions with All Levels of State Government

You will interact with all levels of state government in a way that promotes respect, encourages cooperation, and contributes to excellent performance.

  • Treat all other state personnel fairly and give no one preferential treatment.
  • Communicate accurate information to all other state personnel in a courteous manner.
  • Accept responsibility for mistakes and take further action to prevent similar occurrences.
  • Use appropriate, established channels of communication.
  • Provide constructive feedback without undue criticism.
  • Display appreciation of the differences in approaches, cultures, personalities, and viewpoints in receiving information from others.
Minimum Qualifications

At least four (4) years of hands-on customer service experience at the entry-level or equivalent position OR two (2) years of lead/supervisory experience in an equivalent position in a customer service AND/OR retail setting communicating information to customers OR completion of a four-year degree from an accredited college or university AND two (2) years of lead/supervisory experience in an equivalent position in a customer service AND/OR retail setting.

Strong interpersonal skills, ability to multi-task, and desire to work in a team-focused environment. Applicants must be well organized, detail-oriented, and possess strong interpersonal acumen for interacting with a broad range of clients—internally and externally, with a varied education level. Being goal-oriented and flexible to adapt to the needs of the agency daily is an additional minimum qualification for applicants. Applicants must also possess a current, valid Class C Driver's License, have a clean driving record, and be certified to operate motor vehicles.

Also, applicants must possess SRTA's core values of Customer Focus, Integrity, Collaboration, Innovation, and Diversity.