Customer Service Center Operations Leader

2 months ago

Addison, Texas, United States Lehman Consulting and Recruiting Full time
Job Overview

Position:

Lehman Consulting & Recruiting is seeking a Customer Service Center Operations Leader. This role involves overseeing a team of 4 Supervisors and 40-60 customer service representatives. The successful candidate will foster a dynamic environment that energizes the team and drives the achievement of organizational objectives.

Key Responsibilities:

  • Lead and mentor front-line Supervisors, ensuring that operational and coaching methodologies are effectively implemented and continuously refined to enhance performance and employee growth.
  • Formulate call center operational strategies through comprehensive needs assessments, performance evaluations, capacity planning, and cost-benefit analyses; establish user requirements; set productivity, quality, and customer service benchmarks; and contribute insights to organizational strategic planning.
  • Enhance call center operations by monitoring system performance, troubleshooting issues, preparing actionable plans, conducting system audits, and managing quality assurance initiatives.
  • Achieve human resource objectives within the call center by recruiting, selecting, orienting, training, assigning, coaching, counseling, and managing personnel; oversee scheduling systems; communicate job expectations; and enforce policies and procedures.
  • Promote improvements in service levels, operational efficiencies, and cost management.
  • Identify innovative strategies to reduce costs by optimizing processes and systems, including redefining responsibilities, consolidating tasks, and eliminating non-value-added activities.
  • Drive ongoing enhancement through trend analysis and metrics management.
  • Encourage the generation of new ideas and suggestions for operational improvements.

Qualifications:

  • A minimum of 5 years of experience in call center operations, encompassing collections, sales, customer service, or technical support.
  • At least 2 years of experience in a supervisory management role.

Educational Background:

A high school diploma, G.E.D., Trade/Vocational School certificate, or equivalent is required.

About Lehman Consulting & Recruiting:

LCR is committed to equal opportunity and affirmative action. All qualified candidates will be considered for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

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