Customer Service Operations Manager

Last Updated:
September 19, 2023

Job Description Overview

As a Customer Service Operations Manager, your role is critical in ensuring that a company provides top-notch customer service. In this Customer Service Operations Manager job description, you will oversee a team of customer service representatives, create and implement policies that improve customer satisfaction, and monitor customer feedback to identify areas for improvement.

A successful Customer Service Operations Manager has excellent communication skills, both verbal and written, and is able to work well with people of different backgrounds. They prioritize customer needs so that each individual experience is positive and unique.

You will need experience in managing customer service, understanding of customer data and analytics, and experience with customer service software. As a Customer Service Operations Manager, you will demonstrate professionalism, empathy, critical thinking, and adaptability as you strive to provide the best customer support possible. Apply these skills to help companies create loyal customers and stand out in a crowded industry with this rewarding Customer Service Operations Manager job description.

Struggling with Product Marketing?ūüĎá
‚Äć
PMMTeam is a world-class Product Marketing Agency with a unique "as a service" subscription model.

Job Duties and Responsibilities

  • Manage a team of customer service representatives.
  • Establish and maintain service level agreements (SLAs) for response times and resolution times.
  • Monitor and analyze customer feedback to identify areas for improvement.
  • Develop and implement training programs to improve customer service skills.
  • Ensure that all customer interactions are documented and tracked in a CRM system.
  • Collaborate with other departments to resolve customer issues.
  • Manage customer escalations and provide timely resolutions.
  • Develop and maintain customer service policies and procedures.
  • Track key performance indicators (KPIs) and report on departmental performance.
  • Stay up-to-date on industry trends and technologies related to customer service.

Experience and Education Requirements

To become a Customer Service Operations Manager, you usually need a good blend of education and experience. Some companies may require a bachelor's degree in business administration, management or a related field. However, some employers may accept a diploma or equivalent experience instead. You should also have many years of work experience in customer service management, handling customer complaints, and implementing customer service strategies. You need to have excellent communication and problem-solving skills, be detail-oriented, and work comfortably under pressure. It's also important that you have experience using customer service software and are familiar with industry best practices. Strong leadership skills will also help you to supervise teams and produce the best results.

Salary Range

As a Customer Service Operations Manager, your expected salary range in the United States is between $55,000 and $100,000 per year. The salary can vary depending on factors such as the company size, location, and years of experience. The average salary for this position is around $75,000 per year. 

According to Glassdoor, a Customer Service Operations Manager in India can expect to earn between 500,000 - 1,500,000 rupees per year. In the United Kingdom, the salary range is between £28,000 and £50,000 per year, according to Payscale.

It's important to note that the salary range may also include benefits such as health insurance, retirement plans, and paid vacation time. As a Customer Service Operations Manager, you'll be responsible for ensuring a high level of customer satisfaction through effective team management, process improvement, and innovation. 

Sources: 

  • Glassdoor: https://www.glassdoor.com/Salaries/customer-service-operations-manager-salary-SRCH_KO0,35.htm
  • Payscale: https://www.payscale.com/research/UK/Job=CustomerServiceOperations_Manager/Salary
  • BankBazaar: https://www.bankbazaar.com/salary/customer-service-operations-manager-salary.html

Career Outlook

If you're considering becoming a Customer Service Operations Manager in the next five years, the career outlook is positive. In fact, the demand for Customer Service Operations Managers is growing. According to the Bureau of Labor Statistics, employment of customer service representatives is projected to grow 5 percent from 2016 to 2026, with growth in call centers, online retailing, financial services, and healthcare industries. As e-commerce continues to expand, companies will need more workers to interact with their customers. Furthermore, companies are recognizing the importance of improving customer experience to remain competitive, which means they're more likely to invest in hiring and training Customer Service Operations Managers. Overall, this is an excellent career choice for those passionate about providing excellent customer service.

Frequently Asked Questions (FAQ)

Q: What does a Customer Service Operations Manager do?

A: A Customer Service Operations Manager is responsible for managing the day-to-day operations of a customer service team. They oversee customer service representatives, set performance goals, and work to improve customer satisfaction.

Q: What qualifications do I need to become a Customer Service Operations Manager?

A: Typically, you'll need a bachelor's degree in business, customer service, or a related field, along with relevant work experience in customer service or management. Strong communication, leadership, and problem-solving skills are also necessary.

Q: How do Customer Service Operations Managers measure performance?

A: Performance in customer service is often measured through metrics such as response times, call volume, customer satisfaction surveys, and first-call resolution rates. The Customer Service Operations Manager tracks these metrics and works to improve them over time.

Q: What are some common challenges faced by Customer Service Operations Managers?

A: Some common challenges include managing a large team of customer service reps, ensuring consistency across multiple channels (such as phone, email, and social media), and dealing with irate or angry customers in a professional manner.

Q: What are some strategies that a Customer Service Operations Manager can use to improve customer satisfaction?

A: Some strategies include creating a supportive work environment that empowers reps to resolve issues quickly, providing ongoing training to enhance their customer service skills, and gathering feedback from customers to identify areas for improvement.


Copyright 2023 JobDescription.org - All Rights Reserved // Privacy Policy
//
Terms and Conditions
//
Do Not Sell or Share My Personal information
All product names, logos, and brands are property of their respective owners. All company, product and service names used in this website are for identification purposes only. Use of these names, logos, and brands does not imply endorsement.