Customer Service Operations Leader

Customer Service Operations Leader

Join CAI, a global services firm with over 9,000 associates and a yearly revenue exceeding $1.3 billion. With 40 years of excellence in uniting talent and technology, we're dedicated to creating impactful solutions across various sectors. As a privately held company, we prioritize doing what is right to foster a culture of accountability and continuous improvement.

Role Overview: We are seeking a passionate and experienced Customer Service Operations Leader to elevate our team's success! If you have a strong background in directing customer service teams and are ready for your next challenge, we want to hear from you.

Key Responsibilities:

• Team Leadership & Performance Management: Supervise and mentor a team of Customer Service Representatives, conducting coaching sessions, performance reviews, and team meetings.
• Operations & Service Delivery: Oversee daily call center operations, ensuring compliance with quality standards and service level agreements (SLAs).
• Client Engagement: Maintain strong relationships with stakeholders and actively participate in client discussions regarding service delivery.
• Process Improvement: Identify areas for improvement within workflows and develop targeted solutions to enhance service quality.

Qualifications:

• 5+ years of experience in a contact center environment, with at least 2 years in a supervisory role.
• Strong leadership skills and proven ability to develop customer service teams effectively.
• Excellent analytical and communication skills for both internal and external interactions.
• Experience with CRM or call center management platforms is a plus.

Why CAI? We offer a competitive salary range of $90,000 to $100,000 annually, along with a comprehensive benefits package that includes medical, dental, and vision insurance, a 401k retirement plan, and paid time off for personal needs.

If you are ready to make a significant impact in customer service delivery, apply now!