Customer Service Operations Manager

2 weeks ago


Akron, Ohio, United States Epiphany Management Group Full time
Customer Service Operations Manager

At Epiphany Management Group, we are looking for a highly skilled Customer Service Operations Manager to oversee the day-to-day operations of our call center. This role is responsible for ensuring high levels of customer satisfaction and compliance with key performance indicators and contractual obligations.

About the Job

The estimated annual salary for this position is $70,000 - $90,000, depending on experience. The ideal candidate will have a minimum of two years of experience in customer service management, strong analytical skills, and excellent communication skills.

Key Responsibilities

- Develop and implement strategies to improve customer satisfaction and quality of service.
- Oversee the scheduling of staff and track attendance to ensure proper workflow in the department.
- Conduct regular performance evaluations and provide coaching and feedback to helpdesk technicians.
- Collaborate with leadership to develop policies and procedures and identify operational improvements.

Requirements

- Minimum of two years of experience in customer service management.
- Strong analytical skills and attention to detail.
- Excellent communication and leadership skills.



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