Customer Service Operations Manager
6 days ago
Gateway Fiber is a locally owned and operated internet service provider dedicated to positively impacting communities through better internet. Our mission is to create a leading, national fiber-to-the-home platform, serving 500,000 homes and businesses over the next several years.
About the Role
We are seeking an exceptional Customer Service Site Lead to oversee daily operations at our Fridley, MN location. This role combines operational responsibilities with leadership duties, ensuring efficient workflows, excellent customer service, and effective team collaboration.
Job Description
The Customer Service Site Lead will be responsible for managing a team of Customer Service Representatives, Schedulers, and Workforce Management Coordinators. Key responsibilities include:
- Leading and managing the on-site team to ensure efficient workflows and excellent customer service.
- Providing coaching, guidance, and support to team members to enhance performance and professional growth.
- Conducting regular team check-ins and meetings to align on goals, review progress, and address challenges.
- Overseeing performance management, including evaluations, feedback, and development plans.
- Managing scheduling, workforce planning, and customer service operations to optimize team productivity and maintain service standards.
Required Skills and Qualifications
To succeed in this role, you will need:
- A strong commitment to delivering exceptional customer experiences and resolving issues effectively.
- Proven ability to lead, inspire, and develop a team to achieve high performance and maintain a positive work environment.
- Experience in workforce management, scheduling, and optimizing team productivity.
- Excellent verbal and written communication skills to foster collaboration and clearly convey expectations.
- A proactive approach to identifying challenges and implementing solutions that drive efficiency and success.
What We Offer
In return for your expertise, we offer a competitive salary of $65,000 - $85,000 per year, comprehensive benefits (medical, dental, vision, paid time-off, flexible environment), and opportunities for career development. Join us in making a positive impact on our served communities.
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