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Customer Service Operations Manager

2 months ago

Atlanta, Georgia, United States GeorgiaGov Full time

Overview

Under minimal oversight, oversee and mentor designated personnel in a customer service operations setting. Ensure the effective execution of responsibilities by delegating tasks and monitoring their completion, tracking objectives, and providing constructive feedback to the Customer Service Center (CSC) team. Collaborate with management and staff to fulfill the CSC's goals and objectives. Develop and implement operational protocols, coordinate staff training initiatives, assess employee performance, act as a liaison for operational matters, and address customer inquiries and escalations. Supervise and guide a team of state employees while supporting contractors at various retail center locations to foster customer loyalty. Flexibility in scheduling is required.

Key Responsibilities and Performance Expectations

Formulate and execute strategies to achieve departmental objectives and Key Performance Indicators. Prepare and analyze operational metrics, reports, or data. Oversee and coordinate daily operations of the Peach Pass Retail Center and its satellite locations. Assess the progress and productivity of assigned personnel to evaluate employee performance, ensuring that daily and monthly performance targets are met. Provide training to staff on appropriate methods and procedures for completing assignments, resolving issues, and ensuring customer satisfaction. Monitor retail locations to evaluate individual demeanor, technical accuracy, and adherence to company policies and procedures; provide feedback as necessary. Ensure compliance with all requirements, including dress code and attendance policies. Serve as a liaison for operational challenges and technology systems. Conduct research to prepare, maintain, and submit necessary reports and records. Assist in developing and implementing process enhancements and operational modifications aimed at improving the effectiveness and efficiency of customer service center retail locations.

Management Interaction

Engage with upper management to provide status updates, budget information, recommendations, and alerts regarding issues. Discuss support needs and submit suitable recommendations to meet these requirements. Develop efficient upgrade plans and submit the necessary background and budget information to support these initiatives according to established standards and procedures. Conduct meetings with vendors and/or management to exchange relevant information; make informed suggestions regarding the direction to be taken in the support and upgrade of assigned systems. Collaborate with other division and department members to resolve issues promptly.

Professional Development

Maintain a high level of job proficiency by attending and completing various seminars and training courses, as well as reviewing relevant literature. Share this knowledge with others as needed. Plan personal training needs with the supervisor in a timely manner. Attend and complete training courses and seminars according to the established schedule and availability. Read and review relevant professional publications and technical manuals to stay current in professional/technical knowledge. Provide thorough training to less experienced employees in various tasks and procedures as directed by management. Communicate information clearly and understandably. Maintain expert-level knowledge of applicable laws, rules, regulations, policies, and procedures. Integrate knowledge of emerging trends and developments into section policies and procedures and recommend related organizational changes.

Human Resources Management

Conduct interviews and make appropriate selection recommendations following applicable rules and policies. Identify staff training and development needs effectively and ensure timely provision of necessary job-related instruction. Assign suitable work to supervised employees, considering available resources, team capabilities, and workload. Manage staff in utilizing software applications for processing orders, invoices, project oversight, and resolving escalated customer issues. Develop annual employee performance plans, conduct evaluations, and provide ongoing feedback and coaching. Monitor and approve staff leave usage while ensuring adequate coverage is maintained. Review, recommend, and/or initiate personnel actions according to applicable policies and guidelines, carefully considering available options. Identify alternatives and attempt to resolve issues before formal grievance filing; advise employees on appropriate grievance procedures. Conduct internal audits, investigations, and/or mediations as warranted.

Interdepartmental Relations

Treat all state personnel equitably, providing no preferential treatment. Communicate accurate information courteously to all state personnel, demonstrating a willingness to assist. Accept responsibility for mistakes and take action to prevent recurrence. Utilize established communication channels appropriately. Provide constructive feedback without undue criticism. Appreciate the differences in approaches, cultures, personalities, and viewpoints when receiving information from others.

Additional Duties

Perform other responsibilities as assigned by management.

Minimum Qualifications: A minimum of four (4) years of direct customer service experience at the entry level or equivalent position, OR two (2) years of lead/supervisory experience in a comparable role within a customer service AND/OR retail environment, communicating information to customers, OR completion of a four-year degree from an accredited institution AND two (2) years of lead/supervisory experience in a comparable role within a customer service AND/OR retail environment. Strong interpersonal skills, ability to manage multiple tasks, and a commitment to a team-oriented environment are essential. Candidates must be well-organized, detail-oriented, and possess strong interpersonal skills for engaging with a diverse range of clients—internally and externally. A goal-oriented mindset and flexibility to adapt to the agency's daily needs are additional minimum qualifications. Candidates must also hold a current, valid Class C Driver's License, maintain a clean driving record, and be certified to operate motor vehicles.

Additionally, candidates must embody GeorgiaGov's core values of Customer Focus, Integrity, Collaboration, Innovation, and Diversity.

A bachelor's degree from an accredited institution AND three years of lead/supervisory experience in a customer service setting OR five years of lead/supervisory experience in a customer service setting OR two years of experience at the lower level Customer Service Representative 3 (GST122) or equivalent position is required.