About the Role
We are seeking an experienced Customer Operations Manager to oversee daily customer service operations and lead a high-performing support team. This individual will be responsible for driving customer satisfaction, improving operational efficiency, developing team members, and ensuring a seamless customer experience across all communication channels.
This is an excellent opportunity for a motivated leader who thrives in a fast-paced environment and enjoys coaching employees, improving processes, and delivering exceptional service.
Key Responsibilities
- Oversee the day-to-day operations of the customer support department.
- Manage inbound communications and customer scheduling processes.
- Supervise, coach, and develop customer service representatives.
- Create and deliver ongoing training programs to improve customer interactions and employee performance.
- Monitor service levels, call quality, and key performance indicators.
- Review daily operational reports and customer service metrics.
- Implement new procedures, workflows, and communication standards.
- Address escalated customer concerns and assist with conflict resolution.
- Collaborate with management to improve customer retention and overall service delivery.
- Conduct employee performance reviews and establish individual development plans.
- Assist with hiring, onboarding, scheduling, and workforce planning.
- Coordinate departmental meetings and continuing education opportunities.
- Maintain and improve office technology and communication systems as needed.
- Provide operational support across departments when necessary.
Qualifications
- Previous experience leading a customer service, contact center, or administrative team.
- Strong leadership, coaching, and employee development skills.
- Excellent verbal and written communication abilities.
- Exceptional organizational and time-management skills.
- Proficiency with Microsoft Office applications, including Excel and Word.
- Experience analyzing performance metrics and operational data.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong problem-solving and conflict-resolution skills.
- Professional demeanor and customer-focused mindset.
Schedule
- Full-time position
- Standard business hours with occasional flexibility required based on operational needs
Benefits
- Competitive compensation package
- Comprehensive medical, dental, and vision coverage
- Retirement savings plan with company participation
- Paid time off and holiday pay
- Professional development and training opportunities
- Career advancement potential
- Supportive and collaborative work environment
About the Company
We are an established service organization with a strong reputation for customer care, operational excellence, and employee development. Our team is committed to providing exceptional experiences for our customers while fostering a culture of accountability, growth, and teamwork.
We are looking for individuals who take pride in their work, value professionalism, and want to contribute to a company focused on long-term success
Pay: $50,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Vision insurance
Work Location: In person
