Customer Service Operations Manager

6 days ago


Carrollton, Texas, United States Resurgens Orthopaedics Full time
Job Summary

Resurgens Orthopaedics is seeking a highly skilled Customer Service Operations Manager to lead our call center team. As a key member of our operations team, you will be responsible for managing a team of appointment schedulers and operators, ensuring they provide timely and best-in-class customer service and patient access.

Key Responsibilities
  • Team Management: Lead and develop a team of customer service representatives, providing coaching and counseling to increase staff knowledge and performance.
  • Customer Service: Ensure that customers receive timely and best-in-class service, resolving issues and concerns in a professional and courteous manner.
  • Process Improvement: Analyze and implement process improvements to increase efficiency and effectiveness, reducing wait times and improving customer satisfaction.
  • Reporting and Analytics: Develop and maintain reports and analytics to track key performance indicators (KPIs) and make data-driven decisions to improve customer service and operations.
  • Collaboration: Work closely with directors, IT leaders, managers, and other supervisors to ensure seamless communication and collaboration across departments.
Requirements
  • Education: Bachelor's degree (preferred but not required)
  • Experience: Minimum three to five years of experience in a leadership position in a call center or related field
  • Skills: Proven leadership and customer service skills, with the ability to analyze and implement process improvements, develop and maintain reports and analytics, and collaborate with cross-functional teams


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