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Service Operations Supervisor

2 months ago

Richardson, Texas, United States Associa Full time

Role Overview

  • Facilitate alignment between strategic objectives and daily operations of the Customer Service Support Center (CSSC).
  • Revise and enhance internal workflows to align with our service philosophy.
  • Ensure that the service tone permeates the contact center environment, establishing comprehensive training, coaching, and process documentation to maintain service quality in line with our philosophy.
  • Take ownership of operational knowledge and serve as the primary point of contact for all homeowner inquiries.
  • Act as a mentor for Customer Care associates, fostering their professional growth.
  • Empower Customer Care to achieve high service standards by developing them into trusted advisors through mentoring, enhancing industry expertise, and promoting a seamless service experience.
  • Oversee and nurture the After Hours support team, which operates 24/7.

Key Responsibilities

  • Guide and inspire all direct reports within the Customer Care team, ensuring that training and development initiatives are consistently implemented for every team member.
  • Demonstrate a strong understanding and enthusiasm for key performance metrics within our omnichannel service framework, driving these metrics forward.
  • Lead and motivate the customer service representatives to achieve outstanding individual and team performance, ensuring customer satisfaction that leads to enthusiastic advocates.
  • Manage operations through effective performance oversight.
  • Advance career paths for team members.
  • Serve as the initial contact for prompt response management within the CSSC.

Success Factors

  • 1-2 years of experience in a comparable role.
  • Familiarity with COPC standards.
  • Exceptional communication, organizational, and relationship-building abilities.
  • Experience in team leadership, omnichannel service, and offshore service delivery.
  • Unwavering commitment to exceptional service and a strong client focus.
  • Results-oriented and practical approach.
  • Adaptable and flexible, thriving in a dynamic and rapidly evolving environment.
  • Proficiency in Spanish is advantageous.
  • The ideal candidate will be instrumental in cultivating customer service professionals who deliver a delightful and seamless experience for our clients.
  • Willingness to work second shift to support the overnight team is required.