Customer Service Operations Manager
3 weeks ago
**Job Title: Customer Service Operations Manager**
**About Us:**
At Big Brothers Home Services, we strive to deliver exceptional service to our clients. Our team is dedicated to providing a high level of professionalism and urgency in all our interactions.
**Job Summary:**
We are seeking a skilled and experienced Customer Service Operations Manager to oversee our dispatch operations and customer service representatives. The ideal candidate will have a strong background in dispatching, excellent leadership skills, and a commitment to providing exceptional service to our clients. This role will involve coordinating communication between clients, service teams, and delivery personnel while ensuring the efficient operation of our services.
**Key Responsibilities:**
- Lead and supervise a team of dispatchers and call service representatives, providing training, support, and performance evaluations.
- Coordinate the scheduling and dispatching of personnel and resources to ensure timely and efficient service delivery.
- Serve as the primary point of contact for client inquiries and service requests, ensuring all calls are handled with a high level of professionalism and urgency.
- Monitor dispatch operations to optimize routes, reduce response times, and enhance service quality, using dispatch software and technology tools.
- Maintain accurate records of all communications, including service requests, statuses, and metrics, generating reports as needed for management review.
- Handle escalated customer complaints or issues and serve as a liaison between clients and internal teams to resolve problems promptly.
- Collaborate with other departments to ensure seamless communication and execution of service plans.
- Identify areas for process improvement and implement best practices to enhance efficiency and customer satisfaction.
- Ensure compliance with safety regulations, company policies, and industry standards.
**Qualifications:**
- High school diploma or equivalent; a degree in logistics, business management, or a related field is a plus.
- 3+ years of experience in dispatch or call center operations, with at least 1 year in a supervisory role.
- Strong knowledge of dispatching software and customer relationship management (CRM) tools.
- Exceptional leadership and team management skills, with the ability to motivate and inspire others.
- Excellent verbal and written communication skills.
- Strong problem-solving skills and the ability to work effectively in high-pressure situations.
- Proficient in Microsoft Office Suite and other relevant software.
- Knowledge of industry-specific regulations and standards is a plus.
**What We Offer:**
- Competitive salary and benefits package.
- Opportunities for professional development and career advancement.
- A supportive and collaborative work environment.
**Application Process:**
We look forward to meeting the ideal candidate for this role.
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