Senior Operations Manager for Customer Experience Excellence

6 days ago


Salt Lake, Utah, United States Raisin Full time

At Raisin, we are seeking an experienced Senior Operations Manager to oversee the efficiency and quality of our customer service team. This pivotal role will involve ensuring the accuracy and timeliness of our QA function, managing employee training, and leading process improvements.

The ideal candidate will possess strong intellectual acumen, a proven track record in executing with excellence, and excellent communication and leadership skills. They should have experience in call center management, quality assurance, and process improvement.

This is a fantastic opportunity for individuals who enjoy building and scaling capabilities, designing processes, and implementing changes that enhance customer satisfaction.

Key Responsibilities:

  • Quality Assurance (QA):
    • Develop and implement a quality assurance program to monitor performance and identify areas for improvement.
    • Collaborate with Team Leaders to provide actionable feedback to agents and enhance service delivery.
    • Identify trends and implement employee and process enhancements.
  • Employee Training & Development:
    • Partner with training teams to execute onboarding training programs for new employees.
    • Develop and deliver ongoing training for existing employees on new products, services, tools, and updated customer service techniques.
  • Process and Procedures Management:
    • Lead the creation and documentation of standard operating procedures (SOPs) for the customer support team.
    • Manage the change control process to ensure smooth implementation of procedural updates.

Requirements:

  • Bachelor's degree in Business, Operations, Customer Service, or a related field.
  • 5+ years of experience in a call center environment, with at least 2 years in a management or supervisory role.
  • Strong process management experience in quality assurance, employee training, and process management.
  • Excellent communication, leadership, and problem-solving skills.
  • Experience with CRM systems, call center software, and quality monitoring tools.

Raisin offers a competitive salary range of $95,000 - $115,000 per annum, flexible working hours, 28 vacation days, employee development budget, access to Babbel for continuous learning, company 401k contribution, healthcare coverage contribution, commuter benefits, and regular team events.



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