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Customer Service Operations Leader

2 months ago

Eagle Pass, Texas, United States Global Agility Solutions Full time
Position Overview

Global Agility Solutions is seeking experienced customer service operations leaders to enhance our exceptional support team, fostering customer satisfaction and a positive service atmosphere. The primary role of the customer service operations leader is to mentor and inspire customer service representatives (CSRs) as they handle inquiries from clients. This position involves recruiting personnel and aiding in the onboarding process, ensuring that every representative is thoroughly prepared for their responsibilities. Continuous support for agents post-training is essential, including monitoring their development, clarifying expectations, addressing inquiries, and providing ongoing coaching and motivation. A successful customer service operations leader should be analytical, supportive, and ready to serve as a resource for agents. The focus should be on empowering the team to acquire the skills and knowledge necessary to better assist customers. Attributes such as supportiveness, effective communication, and attentiveness are vital.

Key Responsibilities

The key functions include, but are not limited to:
  • Recruiting, training, and equipping customer service representatives to address customer inquiries and resolve issues with services or products.
  • Ensuring representatives comprehend and adhere to all operational objectives, performance metrics (KPIs), and policies.
  • Responding to representative inquiries and providing constructive feedback and guidance.
  • Identifying operational challenges and proposing potential enhancements.
  • Actively participating in the development of organizational policies and operational procedures.
  • Assisting with escalated calls and providing customer support as required.
  • Monitoring and assessing representative performance, offering training or coaching opportunities, and implementing corrective measures when necessary.
  • Generating reports and analyzing data to support management in establishing operational goals.
  • Collaborating with fellow supervisors and management to support representatives and optimize customer satisfaction.
  • Creating strategies to streamline processes and maintain staff motivation.
Qualifications (Knowledge, Skills, and Abilities)

Requirements:
  • High school diploma or equivalent; a bachelor's degree is preferred.
  • Demonstrated experience in customer service or similar supervisory roles, with a minimum of 1-3 years in a customer service environment, ideally within a call center.
  • Proficient in technology, particularly computers, software applications, and telecommunication systems. Familiarity with MS Office is essential.
  • Outstanding verbal and written communication abilities. Proficiency in English; bilingual (Spanish) is a significant advantage.
  • Capability to coach, train, and motivate team members, along with knowledge of performance evaluation methods.
  • Exceptional problem-solving, leadership, and customer service skills.
  • Analytical, efficient, and detail-oriented.
Physical Requirements and Work Environment

The physical demands outlined here are representative of those that must be met by an employee to successfully execute the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
  • Ability to sit for extended periods.
  • Use hands to handle, control, or feel objects, tools, or controls.
  • Repetitive movements are required.
  • Clear verbal communication is necessary for understanding.
  • Ability to comprehend spoken communication from others.
  • Specific vision abilities required for the job include close vision and the ability to adjust focus.
  • The noise level in the work environment is typically minimal.
Note

This job description does not imply that these are the only duties to be performed by the employee(s) in this position. Employees will be required to follow any other job-related instructions and perform any other job-related duties as requested by authorized personnel. All duties and responsibilities are essential functions and requirements and may be subject to modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee(s) must possess the skills, aptitudes, and abilities to proficiently execute each duty. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document represent the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at-will relationship.

Please note, this employment offer is also contingent on a successful background check, US employment eligibility (E-Verify) verification, and drug screening.