Customer Service Operations Leader

2 weeks ago

Deerfield Beach, Florida, United States Spring Footwear Corp Full time

Customer Service Operations Leader

At Spring Footwear Corp, we have been dedicated to enhancing the lives of our customers through our commitment to comfort and style. Our mission is to:

Foster successful partnerships by consistently delivering top-quality products and exceptional service.

We are in search of a Customer Service Operations Leader who can cultivate, guide, and motivate a premier customer service team. This role requires a leader with robust operational expertise in leadership, systems, and process enhancement, capable of adapting to our growth while inspiring others to excel in a highly customer-centric and expansion-focused environment.

The ideal candidate will possess experience in managing both personnel and processes within a multi-channel contact center, achieving customer success benchmarks, driving process enhancements, and proposing innovative solutions to guarantee an outstanding customer experience. A strong drive for execution in customer experience, employee satisfaction, and overall performance is essential.

If you resonate with this description, you are passionate about Customer Experience, dedicated to developing your team, consistently meet objectives while recognizing your team's contributions, and find joy in witnessing professional growth in others.

This position is hands-on and requires a proactive individual with a comprehensive understanding of customer service, compliance, operations, and data management.

Key Responsibilities:

  • Establish and maintain effective organizational structures, including efficient recruitment, training, coaching, employee engagement, workflow management, performance standards, and supervision.
  • Provide strategic guidance, planning, and execution to achieve or surpass productivity, brand representation, and efficiency targets.
  • Offer ongoing coaching and development plans to Managers and Supervisors, utilizing available support resources as necessary.
  • Lead, mentor, and coach managers across various teams to foster successful relationships and deliver an exceptional customer experience.
  • Implement departmental changes to effectively meet our mission and objectives.
  • Develop processes to ensure scalability and consistent quality for our customers.
  • Exemplify accountability, creativity, resourcefulness, energy, passion, leadership, integrity, and teamwork.

Qualifications:

  • Minimum of 5 years in a managerial capacity within a multi-channel contact center.
  • Proven knowledge of contact center metrics, best practices, and a solid understanding of contact center workflows.
  • Strong mentoring and relationship-building abilities, with a knack for managing group dynamics and interpersonal conflicts.
  • Demonstrated quantitative and analytical skills with a keen attention to detail.
  • Exceptional communication skills in English, both written and verbal.

We offer:

  • Competitive compensation and benefits.
  • Company-sponsored holidays and vacation.
  • Profit-sharing opportunities.
  • Career advancement potential.

We invite qualified candidates to consider joining our expanding team.

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