Customer Service Operations Manager
hace 2 semanas
Job Overview
">Auxis is seeking an experienced Customer Service Lead to oversee the daily operations of a team of customer service professionals. This role will be responsible for ensuring high levels of customer satisfaction and productivity while managing team performance.
">Responsibilities:
">- ">
- Manage team productivity and utilization, focusing on Client-Specific KPIs and Goals set by AUXIS Management.">
- Design and implement process improvements to enhance workflow efficiency.">
- Support the administration of management tasks associated with payroll, separations, Leaves of Absence (LOA), Short Term Disability (STD), and on-boarding of new hires.">
- Monitor overall team workload and reallocate/delegate tasks as necessary to ensure optimal team efficiency.">
- Build morale, establish an atmosphere of team camaraderie, and promote a common team identity.">
- Conduct weekly team meetings to discuss and identify issues of interest and concern, as well as weekly 1:1 check-ins with each team member.">
- Communicate and enforce local office policies, including time tracking requirements.">
- Assign mentors to new hires and monitor the progress of both mentors and mentees.">
- Create and distribute Daily Status reports.">
- Perform Quality evaluations per agent (5 calls per month).">
- Perform Ecommerce evaluations.">
- Assess team talent, identifying stronger and weaker performers, and create Performance Improvement Plans (PIPs) for low performers.">
- Take a minimum of 1 hour of calls per week (Sunday to Saturday) and handle customer escalations.">
Requirements:
">The ideal candidate will possess strong leadership skills, including the ability to influence others, develop team members, and manage conflict. Proven ability to effectively lead through change, effective oral and written communication skills, and demonstrated ability to link specific activities to desired results are also essential.
">Auxis offers a dynamic work environment, opportunities for growth and development, and a chance to make a real impact in the industry.
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