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Customer Operations Leader

2 months ago

Austin, Texas, United States Webhelp Full time

Customer Service Management

Position Overview:

The Customer Operations Leader plays a pivotal role in guiding and mentoring a team of Supervisors. This position is crucial for ensuring that Client Service Level Agreements and financial targets are consistently met.

A GROWING CAREER AWAITS YOU

Are you seeking a transformative career opportunity with a globally recognized organization that prioritizes a people-centric, inclusive environment? Join a company that is frequently acknowledged as one of the Best Workplaces and for Employee Satisfaction.

As a Customer Operations Leader, you will collaborate with a diverse team from numerous backgrounds, all committed to delivering exceptional customer experiences and innovative solutions. Due to our ongoing expansion, we are eager to welcome individuals who share our passion for excellence in customer service.

PROFESSIONAL DEVELOPMENT AND GROWTH

This role offers a unique chance to redefine your career path while building lasting relationships. We provide comprehensive training, cutting-edge technology, and ongoing support to ensure your success. At our company, there is significant potential for career advancement, with a majority of our leadership positions filled by internal promotions. We offer a variety of FREE Learning and Leadership Development programs to help you achieve your career aspirations.

KEY RESPONSIBILITIES

  • Monitor and uphold all Client Service Level Agreements; implement enhancement strategies as necessary.
  • Optimize revenue generation to meet both short-term and long-term financial objectives (including data collection for billable/non-billable hours, forecasting, and budgeting).
  • Recruit, train, develop, and assess the performance of direct reports and their teams; assign tasks in alignment with organizational policies and legal standards.
  • Oversee and analyze operational reports (Attendance adherence, Performance metrics, Client scorecards, etc.).
  • Foster and strengthen relationships with client partners.
  • Provide leadership and direction to direct reports to ensure adherence to company policies and standards; define and implement corrective actions to enhance operational performance.
  • Conduct regular one-on-one meetings with direct reports to evaluate individual and team performance, offering continuous developmental coaching.
  • Promote a positive workplace culture through employee engagement; address employee relations issues promptly and professionally.
  • Participate in cross-functional meetings to review insights from operational support teams and collaborate on action plans for continuous improvement.
  • Implement best practices to exceed client expectations, drive consistent performance, and assess staffing needs in collaboration with business development and client partners.
  • Engage in business reviews with clients.
  • Lead a team of supervisors.

QUALIFICATIONS

  • Associate's Degree in a relevant field with over seven years of experience, including at least two years in a management role, preferred.
  • Experience in a call center environment is advantageous.
  • Proven ability to coach and develop actionable plans that enhance performance and provide constructive feedback.
  • Demonstrated capability to analyze and refine work processes; establish a clear course of action for achieving specific goals.
  • Ability to thrive under pressure and ensure tasks are completed while maintaining professionalism.
  • Excellent verbal and written communication skills; ability to effectively present information to both internal and external stakeholders.
  • Proven ability to organize and prioritize tasks in a fast-paced, deadline-driven environment.
  • Experience in mentoring, coaching, and providing guidance to a team of employees.
  • Willingness to adapt to a flexible work schedule.

WHAT WE OFFER

Our company believes in championing our people. We invest significantly in our team members, infrastructure, and capabilities to ensure long-term success for both our employees and our clients. In this role, you will benefit from:

  • Inclusive onsite perks such as complimentary meals.
  • Comprehensive benefits package including 401K with company match, paid time off, and health insurance.
  • Health and wellness initiatives to promote a healthy lifestyle.
  • A modern office environment equipped with advanced technologies.
  • Programs supporting diversity, equity, and inclusion.

EMBRACE YOUR POTENTIAL

If this opportunity aligns with your career aspirations, we encourage you to explore the possibilities with us.