Customer Service Operations Manager
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The Talent Company is conducting a confidential search for an experienced Manager, Customer Service & Operations. Lead approximately 10 to 20 employees in a unionized environment. Balance service delivery, employee development, operational efficiency, and continuous improvement across customer inquiries, incidents, and escalations.
Key Responsibilities
Lead customer service and centralized operations functionsOversee inquiries, complaints, payment issues, and escalationsManage monitoring, incident response, dispatch, and work ordersPlan staffing, schedules, workforce readiness, and performance monitoringCoach employees and address performance and employee relations mattersRequirements:
Five years of leadership experience, including three years in service environmentsThree years of management experience in a unionized environmentKnowledge of workforce management, scheduling, and service metricsExperience using CRM, telephony, and reporting systemsStrong communication, conflict resolution, and problem-solving skillsBring hands-on leadership, workforce planning, and customer service expertise to strengthen operational performance across a 24/7 operation.
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