Customer Service Operations Manager
1 week ago
We are seeking a highly skilled Support Desk Quality Assurance Lead to join our team at Solomon Page. As a key member of our operations team, you will be responsible for ensuring high standards of service and efficiency within our support desk operations.
Key Responsibilities:
- Voice of the Customer Analysis: Review and analyze feedback from various channels (calls, chats, tickets) to identify trends and issues. Contact stores for follow-up and summarize feedback to provide actionable insights for our Managed Service Provider (MSP).
- Feedback Tracking and Trending: Monitor and trend feedback data to recognize patterns and areas requiring attention. Develop reports to track performance and identify opportunities for improvement.
- Quality Review: Conduct weekly reviews of support interactions, including calls, chats, and tickets. Provide guidance and recommendations to MSPs, ensuring that issues are addressed and resolved in a timely manner.
- Process Improvement: Utilize critical thinking skills to refine processes, address problems, and enhance the efficiency of support operations. Collaborate with MSP leads, training teams, and documentation teams to ensure alignment and effectiveness.
- Flexible Scheduling: Adapt to changing business needs by working a flexible schedule. This may include occasional adjustments to work hours to support business requirements and ensure continuous improvement.
Required Qualifications:
- Analytical Skills: Strong ability to analyze data, identify trends, and make data-driven decisions.
- Critical Thinking: Demonstrated use of critical thinking skills to solve complex problems and develop effective processes.
- Communication: Excellent verbal and written communication skills for interacting with stores, MSPs, and internal teams.
- Experience: Previous experience in quality assurance, support desk environments, or similar roles is preferred.
- Flexibility: Willingness to work a flexible schedule to meet the evolving needs of the business.
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