Customer Service Operations Leader

2 weeks ago


Miami, United States Inktel Full time

About the Role:
At Inktel, we are fueled by our commitment to people. Our Operations Supervisors excel in mentoring, training, and maximizing the potential of our agents. They are pivotal in nurturing talent and consistently achieving high performance metrics. Reporting directly to the Site Director, they play a crucial role in overseeing a team of agents, enhancing their skills, managing wait times, and analyzing key performance indicators.

Key Qualifications:

  • Demonstrated success in embodying the following values:
    • [S]ervice
    • [T]enacity
    • [R]esponsibility
    • [I]ntegrity
    • [V]ersatility
    • [E]ntrepreneurship
  • A dynamic blend of quick thinking, high energy, enthusiasm, and resourcefulness.
  • Strong empathetic and active listening skills.
  • Exceptional communication abilities with a focus on clarity and conciseness.
  • A genuine passion for coaching and talent development.
  • A positive and enthusiastic demeanor.
  • A reliable team player dedicated to achieving results.
  • Professional appearance and consistent reliability.
  • 2-5 years of experience in a contact center or customer service environment, with at least two years in a leadership role.
  • Ability to thrive in a fast-paced setting with evolving priorities.
Primary Responsibilities:
  • Exemplify Inktel's commitment to people in every interaction.
  • Lead a team of 15-20 direct reports; inspire, develop, and motivate them to deliver exceptional customer service and fulfill their commitments.
  • Implement strategies to maintain low attrition rates.
  • Oversee daily operations of your assigned program, ensuring that service level, quality, and staffing objectives are met.
  • Foster a culture of accountability, continuous improvement, and personal excellence.
  • Effectively communicate important updates to ensure direct reports are informed about relevant issues.
  • Independently prioritize objectives, identify challenges, and develop effective solutions.
  • Collaborate constructively with other departments, such as client services, quality assurance, training, and recruiting, to share insights and best practices.
  • Develop and evaluate quality assurance strategies to guarantee the delivery of outstanding service.
Compensation and Benefits:

The compensation package for this position includes a competitive base salary aligned with experience, complemented by a comprehensive benefits package that includes medical, dental, short/long-term disability, life insurance, personal time off, and a 401K plan.

Inktel is an Equal Opportunity Employer and maintains a Drug-Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with a disability.

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