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Customer Service Operations Manager

2 months ago

Tacoma, Washington, United States AFBA Full time

Application Review: The initial assessment of applications will be conducted shortly.

About the Role: Do you excel in a dynamic setting where creativity intersects with outstanding customer support? AFBA is in search of a proactive and dedicated leader to become part of our organization as the Customer Service Operations Manager. In this role, you will be instrumental in enhancing the customer journey for a vast clientele, ensuring the secure handling of substantial financial transactions.

Key Responsibilities:

  • Team Leadership: Supervise a team of dedicated professionals, ensuring top-notch service across various communication channels.
  • Strategic Innovation: Spearhead initiatives that promote a culture of ongoing enhancement and lead technology projects aimed at improving customer interactions.
  • Staff Development: Mentor and empower your team, fostering a culture of growth and creating a fulfilling work atmosphere.
  • Customer Advocacy: Champion customer satisfaction by ensuring effective communication and consistent service delivery.
  • Collaboration: Work closely with staff, stakeholders, and labor management to achieve common objectives.

Ideal Candidate Profile:

  • Demonstrated success in high-volume customer service settings.
  • Exceptional skills in leadership, coaching, and mentoring.
  • Experience in managing teams within a unionized environment.
  • Proficient in handling complex situations and resolving issues professionally.
  • Availability for emergency operations related to service disruptions.

Core Responsibilities Include:

  • Oversee the establishment of performance metrics and evaluate current and potential policies for effectiveness.
  • Ensure adherence to policies and regulations.
  • Collaborate with various departments to resolve payment-related issues.
  • Partner with technology services to implement advancements and enhance operational efficiency.
  • Address escalated issues from staff or customers, including those requiring exceptions to standard procedures.
  • Manage budget responsibilities and analyze operational strategies.

Minimum Qualifications:

  • Bachelor's degree in business, public administration, communications, or a related field.
  • At least 6 years of progressively responsible customer service experience, including a minimum of 1 year in a supervisory or managerial role.

Preferred Qualifications:

  • 5+ years of experience managing a complex, multi-channel customer service center.
  • Experience in change management and technology implementation.
  • Background in supervising teams within a utility or public sector agency in a unionized context.
  • Knowledge of billing, collections, and bankruptcy processes.