Customer Service Operations Manager
4 days ago
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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