Customer Service Operations Manager
3 weeks ago
**About the Role:**
We are seeking a highly skilled Customer Service Operations Manager to lead our call center team in Boca Raton, FL. As a key member of our organization, you will be responsible for overseeing daily contact center operations and providing strategic leadership to improve customer service levels and employee engagement.
The ideal candidate will have a strong background in customer service and experience leading teams of 150+ FTEs. You will be expected to develop and administer the annual department budget, determine operational strategies, and ensure compliance with regulatory guidelines and standards.
Responsibilities:
- Daily contact center operations management
- Developing and executing workforce management strategies
- Ensuring staffing levels and recruiting requirements
- Maintaining contact center performance reports and delivering executive-level presentations
Requirements:
- Bachelor's degree in business administration or related field
- 10+ years of experience in a leadership role within a call center environment
- Excellent presentation and executive engagement skills
- Proven ability to use data and analytics to drive strategic direction
What We Offer:
- Competitive salary: $85,000 - $110,000 per year (depending on experience)
- Opportunity to work with a innovative healthcare company
- Professional development and growth opportunities
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