Customer Service Operations Leader
2 weeks ago
Position: Customer Service Operations Leader
LHH Recruitment Solutions is collaborating with a prominent construction firm seeking a dedicated Customer Service Operations Leader to enhance their expanding workforce. This role requires full onsite presence during standard business hours.
Salary Range: $75,000 - $80,000
Role Summary: As the Customer Service Operations Leader, you will be instrumental in guiding and supervising a team of over 50 customer service representatives and 5 team leaders. Your core duties will involve optimizing daily operations, boosting customer satisfaction, and enhancing team performance.
Key Responsibilities:
- Team Leadership: Direct and mentor a team of customer service representatives and supervisors, cultivating a positive and efficient work atmosphere.
- Operational Management: Manage daily operations within the customer service department, including performance monitoring, scheduling, and compliance with company policies.
- Performance Evaluation: Assess customer service performance, interpret data, and develop strategies to elevate service quality and productivity.
- Training Initiatives: Create and implement training sessions to improve team skills and knowledge, ensuring representatives are equipped to address customer inquiries effectively.
- Customer Satisfaction Focus: Establish best practices for customer service, resolving escalated issues to maintain high levels of customer satisfaction.
- Reporting Duties: Generate and present regular reports on customer service performance, highlighting key metrics, trends, and opportunities for enhancement.
Qualifications:
- Minimum of 3 years of experience in customer service management, demonstrating success in leading large teams and achieving operational excellence.
- Exceptional leadership and team management skills, with strong interpersonal and communication capabilities.
- Ability to analyze performance data and execute improvement strategies.
- Proficient problem-solving skills, capable of managing escalated customer concerns effectively.
- Familiarity with customer service software and CRM platforms.
- A Bachelor’s degree in Business Administration, Management, or a related discipline is preferred.
Benefits:
- Competitive salary and comprehensive benefits package.
- Opportunity to work with a respected construction company in a pivotal management position.
- A collaborative and supportive work environment.
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