Customer Operations Supervisor

Role Overview

The Customer Operations Supervisor is responsible for supervising client Customer Service teams and supporting operational initiatives, including identifying process improvement opportunities and analyzing call and escalation data.

What You Will Do

Manage day-to-day employee matters, interview prospective employees, partner with the Operations Manager on monthly business reports, and ensure employees have the training and job aids needed to perform their responsibilities.

Why It Might Be a Fit

The ideal candidate will have 3–5 years of combined experience in a customer call center, luxury hospitality, automotive, concierge services, case management, or a related field, and strong analytical and problem-solving skills.

Requirements

• 3–5 years of combined experience in a customer call center, luxury hospitality, automotive, concierge services, case management, or a related field
• Experience managing and coaching others and improving performance
• A thorough understanding of contact center technologies, customer tracking systems, and related reporting systems preferred
• Detail-oriented with strong organizational, time management, and planning skills
• Strong working knowledge of the Internet, computers, and software, including Microsoft Office products
• Ability to prioritize, multitask, adapt, and thrive in a fast-paced, results-driven environment
• Strong analytical and problem-solving skills
• Excellent interpersonal skills and the ability to interact with internal departments and all levels of management
• Self-starter with a high level of initiative, resourcefulness, and the ability to work independently and collaboratively
• Excellent verbal and written communication skills
• Proficiency in Microsoft Office, including Word, PowerPoint, and Outlook
• Strong customer service, interpersonal, and relationship-building skills
• Ability to exercise independent judgment and decision-making

Benefits

• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k)
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)