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Customer Service Operations Manager

2 months ago

Stafford, Virginia, United States KSA Integration Full time
Position Overview

The Customer Service Operations Manager is responsible for ensuring that Customer Service Representatives (CSRs) and Supervisors adhere to established operational guidelines. This role involves:

  • Monitoring Performance: Overseeing call queues throughout the shift to ensure optimal staffing levels and effective management of breaks and supervisory tasks.
  • Coaching and Development: Identifying and mentoring new supervisors to enhance their skills and performance.
  • Performance Metrics: Making necessary adjustments to meet key performance indicators and operational goals.

This position plays a critical role in maintaining high standards of customer service and operational efficiency at KSA Integration.