Customer Service Operations Manager

2 weeks ago

Montreal, Quebec, Canada Michael Aaron Staffing, LLC Full time
Job Description

We are seeking a highly skilled Customer Service Operations Manager to lead our team at Michael Aaron Staffing, LLC. As a key member of our organization, you will be responsible for overseeing the daily operations of our customer support team, ensuring exceptional customer experiences, and driving business growth.

Key Responsibilities:

  • Schedule, coordinate, and manage a team of inbound tele-support agents to ensure seamless customer interactions.
  • Supervise a small team of Field Repair staff, providing guidance and support to ensure efficient and effective service delivery.
  • Conduct thorough resource planning to maximize productivity and optimize resource utilization.
  • Analyze call-center statistics to identify trends and areas for improvement, making data-driven decisions to enhance customer satisfaction and business performance.
  • Manage budgets and track expenses to ensure financial accountability and transparency.
  • Develop and implement training programs to maintain high customer service standards, coaching and mentoring team members to achieve excellence.
  • Monitor and improve ordering, telephone handling, and other procedures to ensure efficient and effective service delivery.
  • Evaluate team performance using key metrics, such as accuracy, call-waiting time, and customer satisfaction.
  • Prepare comprehensive reports for various departments and upper management, providing insights and recommendations for business growth.

Requirements:

  • 8+ years of experience in Call Center Management, with a proven track record of success.
  • 8+ years of experience in Field Repair Agent Management, with a strong background in hardware or appliance-based repair.
  • Solid understanding of reporting and budgeting procedures, with experience in basic financial analysis.
  • Proficient in MS Office and call center equipment/software programs.
  • Outstanding communication and interpersonal skills, with excellent organizational and leadership abilities.
  • Bilingual skills in French and English are a plus.

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