Senior Customer Service Operations Manager
1 week ago
At Maritime Electric, we are seeking an experienced Senior Customer Service Operations Manager to lead our contact centre team.
This temporary position offers a salary range of $75,000 - $90,000 per annum, making it an attractive opportunity for individuals with strong leadership skills and a passion for customer service.
Job Description:We are looking for a results-driven professional who can train and coach our customer service representatives (CSRs), ensuring compliance with company policies, regulatory requirements, and budgeting. The successful candidate will be responsible for reporting key performance indicators (KPIs) and analyzing data to optimize contact centre performance.
Main Responsibilities:- Lead the reporting function and business processes for the Contact Centre.
- Assist customer leadership and planning through various customer engagement channels.
- Develop and review department scorecards, metrics, KPI's and analytics.
- Resolve issues of an urgent or elevated nature.
- Coordinate with internal departments to assist customers.
- Observe, coach and develop CSRs.
To be successful in this role, you will need:
- Bachelor's degree or diploma in Business, Communications, Social Sciences, or equivalent.
- Experience in areas related to communications and customer service.
- Strong interpersonal and communication skills (written and verbal).
- Strong organizational and analytical skills.
- Flexibility to work in a fast-paced environment.
- Knowledge of Microsoft Excel for scheduling, creating reports, and analyzing data.
We value diversity and are an equal opportunity employer. If you are a motivated individual with a passion for delivering excellent customer service, we encourage you to apply.
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