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Customer Service Operations Leader

2 months ago

Biloxi, Mississippi, United States Equity LifeStyle Properties Full time

At Equity LifeStyle Properties, we pride ourselves on our commitment to excellence and a culture that values recognition. We are currently seeking a Customer Service Operations Leader to oversee our contact center in a dynamic environment.

Key Responsibilities

The Customer Service Operations Leader will manage the daily functions of a multi-channel contact center team, focusing on recruitment, training, and development to uphold service excellence and enhance operational efficiency. This role involves creating and executing processes by analyzing key performance indicators (KPIs) and operational metrics to achieve desired business outcomes.

Your Role Will Involve

  • Fostering a team-oriented atmosphere by hiring, coaching, and inspiring staff to deliver outstanding customer service while promoting career growth and a positive workplace culture. (45%)
  • Collaborating with various stakeholders to review training materials, support human resources, and ensure optimal staffing levels. (15%)
  • Proactively seeking improvements in current processes and implementing initiatives across the contact center and related departments. (10%)
  • Evaluating agent performance and monitoring KPIs to enhance team productivity and effectiveness. Conducting performance assessments and managing disciplinary actions as necessary. (20%)
  • Working alongside senior leadership to establish and refine strategic objectives. (5%)
  • Performing additional responsibilities as required. (5%)

Qualifications & Skills Required

  • Proven ability to cultivate leadership through effective coaching that drives accountability and performance.
  • Self-driven with the capability to prioritize tasks in a fast-paced setting.
  • Ability to collaborate effectively with others to ensure that the right personnel, processes, and frameworks are in place to support ongoing business growth and development.
  • Demonstrates decisiveness and urgency in completing tasks through cooperative relationships.
  • Commitment to continuous improvement and adept at guiding others through positive change via teamwork.
  • High-energy communication style with enthusiasm for leadership.
  • Bachelor's degree or higher, preferably in a business-related field.
  • A minimum of three years of successful management experience, ideally in a customer-focused environment.
  • Proficient in Microsoft Office Suite and call center software.
  • Demonstrates financial insight within the call center or hospitality sectors.

In exchange for your exceptional skills and contributions, we offer a comprehensive benefits package that includes medical, dental, and vision coverage, a competitive 401(k) employer match, and paid time off for vacations, holidays, and sick leave.

As an Equal Opportunity Employer, we appreciate and welcome all applicants.