Customer Service Operations Leader

1 week ago

Diamond Bar, California, United States Call the Car Full time

Job Overview:


Under the guidance of the Director of Customer Service, the Customer Service Operations Leader is tasked with overseeing and directing all facets of an inbound customer service center. This role involves the establishment and evaluation of contact center protocols and policies to ensure that customers receive exceptional and efficient service.

This position collaborates closely with other managerial staff and the Director of Customer Service to devise strategies for both new and ongoing initiatives, acting as a bridge between various departments to gather information and resolve challenges.


Key Responsibilities:
Supervise daily operations of the customer service center to foster a culture of professionalism, accountability, and discipline.

Craft effective communication scripts for diverse clients to enhance productivity and reduce errors while fulfilling client expectations.

Establish, implement, and monitor performance metrics to ensure that customer service resources meet productivity goals.


Design and uphold quality assurance measures to guarantee that agents deliver a high standard of professionalism and customer service during interactions.

Maintain accurate scheduling information and call records within the system.

Oversee, guide, and coordinate the activities of customer service professionals in delivering telephone-based customer support.

Collaborate with team leaders, supervisors, external partners, and staff to gather information and address issues.

Set and achieve performance targets related to speed, efficiency, and quality.

Document statistics, performance metrics, and user engagement levels of the customer service center, preparing comprehensive reports.

Plan and manage staffing models based on organizational needs.

Inspire, coach, and retrain team members.

Address escalated customer inquiries or complaints.

Perform additional duties as assigned by the Director of Customer Service.

Required Qualifications:
Successful completion of a Criminal Background Screening.

Successful completion of a Drug Screening.

Must pass government exclusion list checks at the time of hire and on a monthly basis thereafter.

A minimum of five (5) years of prior experience in a leadership role within a customer service environment.


Proficiency with various PC and Mac applications and software, including but not limited to ADP, Microsoft Office (Word, Excel, Outlook, etc.), and Google Drive.

Exceptional customer service abilities.

Capacity to prioritize, multitask, and adapt in a fast-paced, team-oriented setting.

Aptitude for assisting with training and development initiatives.

Strong attention to detail, planning, and organizational skills.

Willingness to travel as necessary.

Preferred Qualifications:
A Bachelor's degree is preferred.

Experience in a customer service center is preferred.

Previous experience in a team lead or supervisory capacity is preferred.

Experience in Health Care customer service centers is preferred.

Experience in Health Care Transportation is preferred.

Experience with vehicle routing and/or dispatch is preferred.

Availability to work flexible hours, including weekdays, weekends, and holidays.

Familiarity with Avaya Call Center Solutions is a plus.

Accommodation:


Call the Car reserves the right to modify the responsibilities and functions of this job description based on organizational needs.


Job Type:
Full-time

Compensation:
$70,000.00 - $84,000.00 annually

Benefits:
401(k)

Dental insurance

Health insurance

Life insurance

Vision insurance

Schedule:
Monday to Friday

Application Question(s):
Do you have experience leading a customer service center with 15+ seats?

Work Location:
In person

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