Customer Service Operations Manager

6 days ago


Louisville, Kentucky, United States Quarterhill Full time
Job Summary

We are seeking a highly skilled and experienced Customer Service Operations Manager to join our team at Quarterhill. As a key member of our customer service team, you will be responsible for leading and managing our contact center operations to deliver exceptional customer service and drive business growth.

Key Responsibilities
  • Leadership and Team Management
    • Lead and manage a team of customer service representatives to ensure high service levels and exceptional customer experiences.
    • Develop and implement training programs to enhance the skills and knowledge of the team.
    • Foster a collaborative and supportive team culture that promotes open communication and teamwork.
  • Service Quality and Improvement
    • Develop and implement strategies to improve service quality and customer satisfaction.
    • Monitor and evaluate customer service performance metrics to identify areas for improvement.
    • Implement process improvements to enhance the customer experience and drive business growth.
  • Operational Management
    • Provide guidance and support to customer service representatives and team leads to ensure high service levels and exceptional customer experiences.
    • Develop and implement operational processes and procedures to ensure efficiency and effectiveness.
    • Maintain a healthy and productive work environment that promotes employee engagement and well-being.
  • Policy and Process Management
    • Develop and implement policies and procedures to ensure compliance with regulatory requirements and company standards.
    • Collaborate with other departments to ensure alignment and consistency in policies and procedures.
Requirements
  • Education and Experience
    • Bachelor's degree in Business Administration or related field.
    • 5+ years of experience in customer service operations management.
    • 3+ years of experience in leadership and team management.
  • Skills and Abilities
    • Strong leadership and team management skills.
    • Excellent interpersonal, communication, and problem-solving skills.
    • Ability to multi-task and work independently under high pressure and deadlines.
Benefits
  • We offer a comprehensive benefits package that includes paid time off, health and dental insurance, retirement plans, and an Employee and Family Assistance Program.
  • We are an equal opportunities employer and welcome applications from all qualified candidates.


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