Customer Service Center Operations Leader

1 week ago


Addison, Texas, United States Lehman Consulting and Recruiting Full time
Job Overview

Position:

Lehman Consulting & Recruiting is seeking a Customer Service Center Operations Leader. This role involves overseeing a team of 4 Supervisors and 40-60 customer service representatives. The successful candidate will foster a dynamic culture that inspires motivation and aligns with corporate objectives.

Key Responsibilities:

  • Lead and mentor front-line Supervisors, ensuring that operational and coaching methodologies are effectively applied and updated to enhance performance and employee growth.
  • Formulate call center operational strategies through comprehensive needs assessments, performance evaluations, capacity planning, and cost-benefit analyses; establish user requirements; set productivity, quality, and customer service benchmarks; and contribute insights to organizational strategic initiatives.
  • Enhance call center operations by monitoring system performance, identifying and resolving issues, preparing and executing action plans, conducting system audits, and managing process improvement and quality assurance initiatives.
  • Achieve human resource objectives within the call center by recruiting, selecting, onboarding, training, assigning, coaching, counseling, and managing employee performance; administering scheduling systems; communicating job expectations; and overseeing compensation actions while enforcing policies and procedures.
  • Promote enhancements in service levels, operational efficiencies, and cost management.
  • Identify innovative methods to reduce expenses by streamlining processes and systems, which may include redefining responsibilities, consolidating tasks, eliminating non-value-added activities, or completely re-engineering processes.
  • Drive ongoing improvement through analysis of trends and management of performance metrics.
  • Encourage the generation of new ideas and suggestions for operational enhancement.

Qualifications:

  • A minimum of 5 years of experience in call center environments, including collections, sales, customer service, or technical support.
  • At least 2 years of experience in a supervisory management role.

Educational Background:

A high school diploma, G.E.D., Trade/Vocational School certificate, or equivalent is required.

About Lehman Consulting & Recruiting:

LCR is committed to equal opportunity and affirmative action. All qualified candidates will be considered for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.



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