Customer Service Operations Manager

4 days ago


Scarborough Village, Ontario, Canada InVision Staffing Services Inc. Full time

We are InVision Staffing Services Inc., a professional recruitment firm with a successful track record in Engineering, Industrial/Skilled Trades, Information Technology and Professional Services within Canada and the U.S. Our client is a leader in the manufacturing industry seeking an experienced Customer Service Supervisor to join their growing team.

The Customer Service Supervisor will play a key role in ensuring high-quality service delivery by supporting team members, managing escalation, and maintaining a positive work environment. Key responsibilities include:

  • Supervising and supporting customer service representatives in their daily tasks, ensuring adherence to company policies and procedures.
  • Assisting in the development and monitoring of Key Performance Indicators (KPIs) to evaluate team performance and drive improvements in service delivery.
  • Conducting regular training sessions to enhance the team's skills and product knowledge.
  • Handling escalated customer issues that require additional attention, working towards satisfactory outcomes for both the customer and the company.
  • Monitoring interactions to ensure service standards are maintained, providing feedback and coaching to team members as needed.
  • Overseeing the processing of customer orders, returns, and support tickets, ensuring accuracy and timeliness.
  • Generating regular reports on customer service performance metrics, including response times, resolution rates, and customer satisfaction.
  • Analyzing data to identify trends and areas for improvement, recommending actions to enhance the customer support function.
  • Collaborating with the Customer Support Manager to implement best practices and process improvements across the team.

To succeed in this role, candidates should possess:

  • A Bachelor's degree in business management, communications, or related fields.
  • Minimum three years' experience managing a group of support professionals, with a strong focus on team building and customer satisfaction.
  • Problem-solving abilities to address customer issues and support team members in finding solutions.

Our company offers competitive compensation packages, which typically range from $55,000 to $75,000 per year, depending on location and experience. Benefits may include health insurance, retirement plans, and paid time off.



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