Customer Service Operations Manager

3 days ago

Kennedy Space Center, United States Equity LifeStyle Properties Full time

About Us

At Equity LifeStyle Properties, we strive to provide exceptional customer experiences through our commitment to excellence and recognition of our team members' contributions. As a Contact Center Supervisor, you will play a pivotal role in overseeing the day-to-day operations of our call center team in Orlando, Florida.

Job Summary

We are seeking a highly motivated and experienced Call Center Supervisor to lead our team in delivering exceptional customer service and meeting performance targets. As a Contact Center Supervisor, you will be responsible for supervising and managing a team of customer service representatives, ensuring they meet or exceed performance targets and service level agreements.

Key Responsibilities

  • Supervise and manage a team of customer service representatives, ensuring they meet or exceed performance targets and service level agreements.
  • Providing ongoing coaching, feedback, and training to team members to enhance their skills and performance.
  • Monitor calls and conduct quality assessments to ensure adherence to company standards and identify areas for improvement.
  • Handle escalated customer inquiries or complaints in a professional and timely manner, resolving issues to the satisfaction of the customer and the company.
  • Develop and implement strategies to improve efficiency, productivity, and customer satisfaction within the call center.
  • Create and maintain schedules for the team to ensure adequate coverage and optimal staffing levels.
  • Collaborate with other departments, such as training, operations, and IT, to address issues and implement process improvements.
  • Compile and analyze data related to call center performance, preparing reports and making recommendations for improvement.
  • Foster a positive work environment by promoting teamwork, recognizing achievements, and addressing any concerns or conflicts among team members.
  • Stay up-to-date on industry trends and best practices in call center management and customer service.

Compensation and Benefits

We offer a competitive salary range of $65,000 - $85,000 per year, depending on experience, as well as a comprehensive benefits package including medical, dental, and vision plans, a generous 401(k) employer match, and paid vacations, holidays, and sick time.

Qualifications

  • A high school degree.
  • Previous experience in a call center environment, with at least 2 - 3 years in a supervisory or leadership role.
  • Strong leadership skills with the ability to motivate and inspire team members.
  • Excellent communication skills, both verbal and written.
  • Exceptional customer service skills and the ability to handle difficult situations with professionalism and empathy.
  • Proficiency in using call center software and other relevant tools.
  • An analytical mindset with the ability to interpret data and make data-driven decisions.
  • Flexibility to work non-traditional hours, including evenings and weekends, as needed.

Why Work with Us?

We are an equal opportunity employer and welcome all applicants. As a Contact Center Supervisor, you will have the opportunity to work with a dynamic team, develop your leadership skills, and make a real impact on our customers' experiences. If you are a motivated and experienced leader, we encourage you to apply for this exciting opportunity.

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