Customer Service Operations Manager

Vintti is a forward-thinking staffing agency at the forefront of global talent solutions. We specialize in connecting US-based SMBs, startups, and firms with highly skilled professionals from Latin America. Our innovative approach breaks down geographical barriers, allowing businesses to tap into a rich pool of diverse talent while offering Latin American professionals access to exciting international career opportunities. Vintti builds bridges across continents, fostering cultural exchange and driving business growth through strategic staffing solutions.

A Customer Service Operations Manager is responsible for overseeing the efficiency and effectiveness of an organization’s customer service department. They implement strategies to enhance the customer experience, streamline processes, and ensure that customer inquiries and issues are resolved promptly and accurately. This role involves managing a team of customer service representatives, developing performance metrics, and utilizing data to identify trends and areas for improvement. By fostering a positive and productive work environment, the Customer Service Operations Manager plays a crucial role in maintaining high levels of customer satisfaction and loyalty.

- Bachelor's degree in Business Administration, Management, or a related field
- Minimum of 5 years of experience in customer service or operations management
- Proven track record of successfully managing and leading a customer service team
- Strong understanding of customer service metrics and KPIs
- Excellent problem-solving and conflict resolution skills
- Outstanding verbal and written communication skills
- Proficiency with customer relationship management (CRM) software
- Strong analytical skills with the ability to make data-driven decisions
- Experience in developing and implementing customer service policies and procedures
- Ability to handle complex and escalated customer service issues effectively
- Demonstrated ability to collaborate with other departments and align with business objectives
- Experience in training and onboarding new employees
- Ability to manage budgets and allocate resources efficiently
- Knowledge of industry trends and best practices
- Experience with scheduling and managing staffing levels
- Competency in conducting performance reviews and providing coaching
- Strong organizational and time management skills
- Ability to develop and maintain strong relationships with key clients
- Familiarity with legal and regulatory requirements related to customer service
- Experience coordinating with IT for system maintenance and upgrades

- Oversee and manage the daily operations of the customer service department
- Monitor, evaluate, and improve customer service representatives’ performance
- Develop, implement, and uphold customer service policies, procedures, and standards
- Handle and resolve complex or escalated customer service issues
- Collaborate with other departments to align customer service with business objectives
- Train and onboard new customer service representatives
- Analyze customer feedback and service metrics for data-driven decisions
- Prepare and present reports on customer service performance to senior management
- Design and execute strategies to enhance customer satisfaction and loyalty
- Manage the customer service budget and allocate resources effectively
- Stay updated with industry trends and best practices for continuous improvement
- Facilitate regular team meetings to address issues and promote communication
- Utilize CRM software to track and manage customer interactions
- Develop and maintain relationships with key clients
- Implement and oversee customer service training programs
- Ensure compliance with legal and regulatory requirements
- Coordinate with IT to maintain and upgrade customer service systems
- Schedule shifts and manage staffing levels to meet service demands
- Conduct performance reviews and provide coaching to team members
- Address and resolve team dynamics or personnel conflicts

The ideal candidate for the role of Customer Service Operations Manager will possess a Bachelor's degree in Business Administration, Management, or a closely related field, and have a minimum of 5 years of proven experience in managing and leading customer service teams. They will demonstrate a strong track record of successfully overseeing day-to-day operations while developing and implementing effective customer service policies, procedures, and standards. The perfect candidate will be adept at analyzing customer feedback and service metrics to make data-driven decisions and enhance customer satisfaction and loyalty. They will be highly proficient in using CRM software and have strong analytical skills. With exceptional problem-solving and conflict resolution abilities, they will handle complex and escalated customer service issues with ease. Their outstanding verbal and written communication skills will enable them to prepare and present comprehensive reports to senior management and build strong relationships with key clients. The candidate will exhibit excellent leadership and interpersonal skills, high emotional intelligence, and a detailed-oriented, proactive approach to problem-solving. They will be a strategic thinker, able to manage budgets efficiently, and demonstrate a keen understanding of industry trends and best practices. A self-motivated, resilient individual with a team-oriented mindset, they will excel in multitasking, training and onboarding new employees, scheduling and managing staffing levels, and fostering a collaborative and positive working environment. The ideal candidate will prioritize customer satisfaction, maintain high levels of integrity and accountability, and remain calm and adaptable under pressure, ensuring continuous improvement and compliance with all legal and regulatory requirements.

- Oversee daily operations of the customer service department to ensure efficiency and effectiveness
- Monitor and evaluate customer service representatives’ performance to identify areas for improvement
- Develop and implement customer service policies, procedures, and standards
- Handle complex or escalated customer service issues to provide timely resolutions
- Collaborate with other departments to align customer service operations with overall business objectives
- Train and onboard new customer service representatives to ensure consistent service delivery
- Analyze customer feedback and service metrics to make data-driven decisions
- Prepare and present regular reports on customer service performance to senior management
- Design and execute strategies to enhance customer satisfaction and loyalty
- Manage the customer service budget and allocate resources effectively
- Stay updated with industry trends and best practices to continuously improve customer service operations
- Facilitate regular team meetings to address issues, share updates, and promote open communication
- Utilize customer relationship management (CRM) software to track and manage customer interactions
- Develop and maintain strong relationships with key clients to ensure ongoing satisfaction
- Implement and oversee customer service training programs for continuous staff development
- Ensure compliance with legal and regulatory requirements related to customer service
- Coordinate with IT to maintain and upgrade customer service systems and tools
- Schedule shifts and manage staffing levels to meet customer service demands
- Conduct performance reviews and provide coaching to team members for professional growth
- Address and resolve any issues related to team dynamics or personnel conflicts

- Strong leadership abilities
- Exceptional interpersonal skills
- High emotional intelligence
- Detail-oriented
- Proactive problem solver
- Strategic thinker
- High level of patience and empathy
- Resilient and adaptable to change
- Self-motivated and driven
- Team-oriented mindset
- Effective listener
- Ability to multitask
- Strong organizational skills
- Customer-focused attitude
- High level of integrity
- Innovative and forward-thinking
- High level of accountability
- Collaborative nature
- Positive and can-do attitude
- Ability to remain calm under pressure

- Competitive salary range of $75,000 - $95,000 per annum
- Comprehensive health, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid time off (PTO) including vacation, sick leave, and holidays
- Flexible work schedule
- Opportunities for professional development and career advancement
- Tuition reimbursement for further education and training
- Wellness programs and employee assistance resources
- Company-sponsored events and team-building activities
- Employee discounts and perks
- Life and disability insurance
- Performance-based bonuses and incentives
- On-site gym facilities or fitness membership reimbursements
- Childcare assistance or support programs
- Remote work options available
- Commuter benefits such as transit subsidies or parking allowances
- Comprehensive parental leave policies
- Access to online learning platforms and resources
- Recognition and rewards programs for outstanding performance