Customer Service Operations Leader

2 weeks ago


Houston, Texas, United States The Ladders Full time
Position Overview:

The Customer Service Operations Leader is responsible for overseeing the comprehensive management of the customer service center, ensuring exceptional service delivery to all stakeholders. This role involves monitoring service interactions for quality assurance, addressing escalated issues, and providing strategic direction and leadership to the team to achieve organizational objectives. The leader will facilitate member interactions through various channels, including phone, email, and live chat, while collaborating closely with senior management and team leads to resolve member concerns and enhance service efficiency.

Key Responsibilities:
  • Generate performance analytics for senior leadership by gathering, interpreting, and summarizing operational trends.
  • Handle escalated inquiries that cannot be resolved by team members and assist in managing high-volume service periods.
  • Directly supervise customer service personnel to ensure peak performance, offering coaching and training to uphold high service standards.
  • Implement effective resource allocation strategies to optimize productivity, manage time-off requests, and maintain adequate staffing levels to meet service demands.
  • Conduct regular performance assessments and provide constructive feedback to motivate and guide the team.
Performance Metrics:

1. Deliver accurate, courteous, and timely service to all members, ensuring prompt response to inquiries.

2. Support customer service representatives by promptly addressing calls and inquiries when necessary.

3. Accurately process member transactions as required.

4. Maintain a professional and organized work environment.

5. Provide effective leadership to ensure tasks are completed efficiently and on schedule.

6. Document performance management processes to facilitate staff development and timely coaching.

Qualifications:

Experience: Significant experience in a customer service center environment, demonstrating strong attention to detail and the ability to remain composed in high-pressure situations.

Education: A minimum of an associate degree, completion of relevant certification programs, or equivalent experience in a similar role within a customer service setting.

Interpersonal Skills: The Customer Service Operations Leader will also serve as a backup for the customer service team, providing prompt and friendly assistance to both existing and potential members while addressing account-related inquiries and promoting services.

Additional Skills: Proficient in multitasking, decision-making, and problem-solving; strong leadership and organizational capabilities; excellent communication skills; and proficient in computer applications, including Microsoft Office.

Work Environment: This position requires in-person engagement at the designated location, adhering to all safety protocols to protect sensitive information.

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