Customer Service Center Operations Leader

1 week ago

Louisville, Kentucky, United States Quarterhill Full time

Overview:

Under the guidance of the Operations Manager, the Customer Service Center Operations Leader will diligently cultivate positive relationships with clients, emphasizing the delivery of exceptional customer service. This role is pivotal in establishing a constructive atmosphere within the Customer Service Center, ensuring that superior service standards are consistently met and surpassed. The Operations Leader will collaborate with team supervisors and other management personnel to provide a swift resolution for escalated issues, uphold adherence to Standard Operating Procedures, and foster a healthy workplace environment for all staff.

Key Responsibilities:

  • Leadership
    • Collaborate with team leads and the training manager to guarantee effective training, mentorship, and professional development of the customer service team, ensuring outstanding service delivery.
    • Encourage a cooperative and supportive team culture.
  • Service Quality
    • Maintain high service standards at all times.
    • Assess and analyze customer service performance metrics.
    • Ensure prompt, knowledgeable, accurate, and professional responses to customer inquiries.
    • Implement enhancements to improve the customer experience.
  • Operational Management
    • Guide the customer service representative team leads/supervisors and other departments.
    • Act as an escalation point for rapid resolution of customer concerns.
    • Ensure compliance with Standard Operating Procedures (SOPs).
    • Promote a healthy and productive work environment for all employees.
  • Policy and Process Management
    • Assist in the development, maintenance, and implementation of relevant policies and procedures.
    • Perform additional duties as assigned.

This list of responsibilities may not encompass all tasks you will undertake.

Qualifications:

  • Degree in Business or related field.
  • Over 5 years of experience in a call center environment.
  • Minimum of 3 years in a leadership role.
  • A combination of education and experience will be considered.
  • Proficient in customer service software and tools.
  • Skilled in Microsoft Office applications.

Required Skills/Abilities:

  • Strong leadership and team management capabilities.
  • Excellent interpersonal, communication, and telephone etiquette.
  • Able to multitask and work independently under pressure, meeting deadlines and goals.
  • Strong problem-solving abilities and attention to detail.

Benefits:

We provide a comprehensive Total Rewards plan focused on your and your family's health and wellness, which includes:

  • Paid time off (e.g., vacation, sick leave, bereavement leave).
  • Health and dental insurance plans.
  • Retirement savings plans.
  • Employee and Family Assistance Program (EFAP).
  • Employee referral incentives.

We welcome applicants from diverse backgrounds, regardless of race, color, religion, sex, veteran status, sexual orientation, gender identity, national origin, age, or disability, in accordance with applicable laws. We are dedicated to fostering a workplace where everyone feels valued and respected.

We appreciate all responses and will acknowledge only those candidates being considered for an interview.

Please refrain from contacting us with unsolicited resumes or inquiries.

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