Customer Support Operations Manager

2 weeks ago

Denver, Colorado, United States City and County of Denver Full time

About the Role

This position is a unique opportunity for a dedicated Customer Service professional with a proven track record in managing dynamic and productivity-focused operations. The City and County of Denver is looking for a passionate individual to take on the role of Customer Support Operations Manager within the Community Planning and Development Department (CPD). This role involves overseeing a team of Customer Service and Support staff within the Performance and Operations Division.

Key Responsibilities:

  • Lead daily operations in a bustling office environment, ensuring exceptional customer service delivery.
  • Manage a team of administrative support personnel, guiding them in providing assistance to both internal and external clients.
  • Conduct training for new team members on relevant standards, regulations, and procedures, ensuring compliance and efficiency.
  • Set performance goals, provide constructive feedback, and conduct formal evaluations to foster employee development.
  • Collaborate with management to develop and refine operational policies and procedures, aiming for continuous improvement in service delivery.

About You

The ideal candidate will possess a blend of skills and experience, including:

  • Experience in supervising entry-level staff and delivering outstanding customer service.
  • Strong problem-solving abilities with a focus on planning and risk mitigation.
  • Excellent communication skills, both verbal and written, with a commitment to servant leadership.
  • Exceptional time management and organizational skills, capable of thriving under pressure.
  • High emotional intelligence, with the ability to navigate interpersonal relationships with empathy.
  • Proven experience in process improvement and employee retention strategies.

Minimum Qualifications:

Education: High school diploma or equivalent (GED, HiSET, or TASC Certificate).

Experience: A minimum of five years in technical, paraprofessional, or administrative roles (excluding general office support).

Equivalency: One year of relevant education may substitute for one year of required experience.

Additional Information:

For those interested in this opportunity, please prepare a resume and cover letter to accompany your application.

The City and County of Denver is committed to equal employment opportunities for all individuals, regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, disability, age, or any other status protected by law.

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