The Customer Ops Supervisor leads a team of Customer Service Representatives (CSRs), ensuring high-quality, efficient, and courteous service. This role is responsible for achieving company goals, including cost reduction, business growth, customer satisfaction, and market competitiveness.
Key Responsibilities:
Supervise and direct up to 20 CSRs, ensuring high performance and alignment with company standards.
Drive achievement of Customer Assistance Center goals: reduce costs, grow business, meet customer needs, and stay competitive.
Evaluate CSR performance, provide feedback, and recommend corrective or disciplinary actions as needed.
Foster a +1 experience by motivating employees and enhancing their leadership and coaching skills.
Utilize technology and creative solutions to enhance operational efficiency and productivity.
Ensure compliance with company policies, including Diversity & Inclusion, Code of Conduct, and safety regulations.
Perform other duties as assigned.
Required Skills:
Experience in Customer Operations
Proficiency with MS Office (Word, Excel, Outlook, PowerPoint)
Strong leadership and coaching abilities
Effective communication (verbal and written)
Problem-solving skills and attention to detail
Excellent organizational skills
Education/Experience:
High School Diploma/GED + 5 years of relevant experience,
OR
Associate's Degree + 4 years of relevant experience,
OR
Bachelor's Degree + 2 years of relevant experience.
Physical Requirements:
Ability to sit or stand for long periods to answer phones, use a keyboard, and operate a computer.
Excellent manual dexterity for keyboard/mouse use.