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Customer Service Operations Leader

2 months ago

San Antonio, Texas, United States Community Care Partners Full time

Position Overview: The Customer Service Operations Leader will spearhead the development and management of our customer service team, ensuring that we uphold our commitment to delivering personalized care through exceptional service.

Key Responsibilities:

  • Establish and enhance customer service operations.
  • Assess the requirements for effective service operations, including recruitment, training, facility management, technological requirements, and strategic planning.
  • Project future budgets and timelines for service initiatives.
  • Formulate and oversee policies and procedures that enhance customer experience.
  • Streamline and integrate processes to provide improved, seamless services across various channels, with a focus on digital interactions.
  • Manage team scheduling based on anticipated service demand to ensure adequate coverage.
  • Guide the customer service team in daily operations and strategic initiatives.
  • Implement quality assurance training and continuously develop the QA program for the team.
  • Monitor and manage key performance indicators (KPIs), providing regular updates to the team and leadership while striving for improvement.
  • Exhibit a strong commitment to customer support by delivering accurate information and resolving issues with empathy.
  • Create comprehensive documentation for collaboration with internal business partners.
  • Take full responsibility for customer service cases, including data intake, research, tracking, resolution, and follow-up.
  • Provide responsive assistance to customer, client, and community inquiries, guided by departmental leadership and training.

Qualifications:

  • Education: A Bachelor's degree in Business Administration or a related field is preferred.
  • Experience: A minimum of 5 years in leading customer service operations, with a preference for experience in healthcare environments.
  • Skills: Proficiency in Microsoft Excel, PowerPoint, and Word.

Community Care Partners is an Equal Opportunity Employer (EEO).