Customer Operations Manager

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Full Time San Antonio, TX, US

The Manager of Customer Operations is in charge of managing and improving customer service operations within the company. They coordinate with analysts to develop strategies, identify new sales opportunities, implement call center improvements, and manage dispatch and customer service operations. They also manage the budget, delegate tasks, and handle complex issues for their aligned team members.

The essential functions include, but are not limited to, the following:

• Drafts, implements, and executes policies and procedures tofacilitatea quality customer service experience with a focuson the ability to scale.
• Establishes performance metrics for customer service representatives.
• Establishes service levels and requirements for the department.
• Measuresteamperformance;communicates goals and quotas to team; andencouragesthe call centeras they work toward reaching their goals and quotas.
• Develops and implements methods to record, assess, and analyze customer feedback.
• Develops and implements training and quality assurance programs focused on the customer journeyfor new hires and experienced employees.
• Identifies and recommendsexpansionsoftechnology, equipment, and policies that may improve customer service and retention.
• Acts as a liaison between the customer service department and otherdepartmentsin the company.
• Drafts and implements the department’s budget.
• Prepares and presents reports tosenior leadershipstrategyrecommendations focused on sales and retention datainconjunctionwith sales and senior management.
• Understand industry trends, customer behavior, and market dynamicstoguidetheapproachforcall center employees to empower the customer service journey.
• Prioritize exceptional customer service. Understand customer needs, address concerns, and ensure a positive experience for callers.
• Lead,mentorand developamulti-site team.
• Proficient in workforce management, understandingacall center environment, and streamlining processes for maximum efficiency.
• Mediate problems and disputes between dispatch/route service personnel and customers as needed
• Carrying outadditionalduties assigned by senior management.

Oversees the Customer Service and Dispatch teams. Carries out supervisory responsibilities in accordance with organization policies and applicable laws. Responsibilities include staff selection, establishing expectations/goals, employee development, planning, assigning, and directing work; appraising performance; rewarding, and resolving employee concerns.

• Directlyresponsiblefortheteamsintherespectivearea.
• Providesongoingtrainingtoapplicablestafftodevelopandencouragetheirtechnicalandoperationalperformance.
• Meetswithappropriatestaffonatimelybasisforperformanceevaluationsandcommunicationof Company goals.

The Manager of Customer Operation’s success will be measured by many factors pertaining to the job, including, but not limitedto:

• Leadership:
  
  Demonstrated ability to lead others and get results through others.
• Planning– Ability to think ahead and plan over 1 to 3 months.
• Management– Ability to organize and manage multiple priorities.
• Procedure and Process– Champion the belief and adherence to procedures and processes.
• Problem analysis and problem resolution at both strategic and tactical levels.
• Commitment to Company values.

They will have primary responsibility KPIs set by the Regional VP. A few examples may include:

• Average After Call Work Time
• Membership Business Growth
• Customer Callbacks

• Experience with Service Titan is…