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Customer Service Operations Manager
2 months ago
Overview
Under minimal oversight, oversee and mentor designated personnel in a customer service operations setting. Ensure the effective execution of responsibilities by delegating tasks and monitoring their completion, tracking objectives, and providing constructive feedback to the Customer Service Center (CSC) team. Collaborate with management and the team to fulfill the CSC's goals and objectives. Formulate and execute operational protocols, coordinate staff training initiatives, assess employee performance, act as a liaison for operational challenges, and address customer inquiries and escalations. Supervise and guide a team of state employees while supporting contractors at various retail center locations to foster customer loyalty. Flexibility in scheduling is required.
Key Responsibilities
Develop and implement strategies to achieve departmental objectives and Key Performance Indicators. Analyze operational statistics, reports, or data. Supervise and coordinate daily operations of the Peach Pass Retail Center and its satellite locations. Monitor the performance and productivity of assigned staff to ensure daily and monthly performance targets are met. Provide training to staff on effective methods and procedures for completing assignments, resolving issues, and ensuring customer satisfaction. Observe retail locations to assess individual demeanor, technical accuracy, and adherence to company policies; provide feedback as necessary. Ensure compliance with all requirements, including dress code and attendance policies. Serve as a liaison for operational issues and technology systems. Conduct research to prepare, maintain, and submit necessary reports and records. Assist in developing and implementing process enhancements and operational changes aimed at improving the effectiveness and efficiency of customer service center retail locations.Management Interaction
Engage with upper management to provide status updates, budget information, recommendations, and alerts regarding issues. Discuss support needs and submit recommendations that best address these requirements. Formulate efficient upgrade plans and submit necessary background and budget information to support these initiatives. Conduct meetings with vendors and management to exchange relevant information and provide informed suggestions regarding system support and upgrades. Collaborate with other division and department members to resolve issues promptly.Professional Development
Maintain a high level of job skills by attending and completing various seminars and training courses and reviewing relevant literature. Plan personal training needs with a supervisor in a timely manner. Attend and complete training courses and seminars according to the established schedule and availability. Stay updated by reading professional periodicals and technical manuals. Provide thorough training to less experienced employees in various tasks as directed by management. Communicate information clearly and understandably. Maintain expert knowledge of applicable laws, rules, regulations, policies, and procedures. Integrate knowledge of new trends and developments into section policies and procedures and recommend related organizational changes.Human Resources Management
Conduct interviews and make appropriate selection recommendations based on applicable rules and policies. Identify staff training and development needs and ensure timely job-related instruction is provided. Assign appropriate tasks to supervised employees, considering available resources and workload. Manage staff utilization of software applications for processing orders, invoices, project oversight, and resolution of escalated customer issues. Develop annual employee performance plans, conduct evaluations, and provide ongoing feedback and coaching. Monitor and approve staff leave while ensuring adequate coverage. Review and recommend personnel actions according to applicable policies and guidelines. Identify alternatives and attempt to resolve issues before formal grievance filing. Conduct internal audits, investigations, and mediations as necessary.Interdepartmental Interaction
Treat all state personnel fairly and without preferential treatment. Communicate accurate information courteously, demonstrating a willingness to assist. Accept responsibility for mistakes and take corrective action to prevent recurrence. Utilize established communication channels appropriately. Provide constructive feedback without undue criticism. Appreciate diverse approaches, cultures, and viewpoints in communication.Additional Duties
Perform other responsibilities as assigned by management.
Minimum Qualifications:
A minimum of 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 a similar role in customer service or retail, OR completion of a four-year degree from an accredited institution and two (2) years of lead/supervisory experience in a customer service or retail setting. Strong interpersonal skills, ability to manage multiple tasks, and a desire to work in a collaborative environment are essential. Candidates must be organized, detail-oriented, and possess strong interpersonal skills for engaging with a diverse range of clients. Goal-oriented and adaptable to the agency's daily needs are additional requirements. A current, valid Class C Driver's License and a clean driving record are also necessary.
Candidates must embody the core values of GeorgiaGov: Customer Focus, Integrity, Collaboration, Innovation, and Diversity.
A Bachelor's degree from an accredited institution and three years of lead/supervisory experience in a customer service environment, OR five years of lead/supervisory experience in a customer service setting, OR two years of experience at the lower level Customer Service Representative 3 (GST122) or equivalent position is required.
