Customer Service Operations Manager

6 days ago

Las Cruces, New Mexico, United States MassMarkets Full time

About the Role:

This is a leadership position that oversees the day-to-day activities of a team of customer service representatives in a dynamic and fast-paced call center environment. As a Customer Service Operations Manager, you will be responsible for ensuring excellent customer experience, driving sales growth, and improving overall team performance.

Key Responsibilities:

  • Lead a team of 15-25 customer service representatives to achieve exceptional customer satisfaction, sales targets, and quality metrics.
  • Develop and implement training programs to enhance customer service skills and product knowledge among team members.
  • Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement data-driven solutions.
  • Collaborate with other departments to ensure seamless communication and effective issue resolution.
  • Coach and develop team members to improve their performance, productivity, and job satisfaction.
  • Manage and resolve conflicts between customers, employees, and internal stakeholders in a professional and timely manner.
  • Ensure compliance with company policies, procedures, and regulatory requirements.

Requirements:

  • Minimum 5 years of call center management experience, with a proven track record of success in leading high-performing teams.
  • Strong knowledge of customer service principles, sales strategies, and operational best practices.
  • Exceptional leadership, communication, and interpersonal skills.
  • Ability to analyze complex data, identify trends, and make informed decisions.
  • Experience with process improvement initiatives and change management.
  • Strong problem-solving and conflict resolution skills.
  • Certifications such as Six Sigma, CRM, or contact center management are a plus.

What We Offer:

  • A competitive salary range of $45,000 - $60,000 per year, depending on experience.
  • A comprehensive benefits package, including medical, dental, vision, and 401(k) matching.
  • Ongoing training and development opportunities to enhance your skills and career growth.
  • A collaborative and supportive work environment with a team of experienced professionals.
  • The opportunity to work with a diverse range of clients and products.

How to Apply:

Interested candidates should submit their resume and cover letter to [insert contact information].

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