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Customer Services Zone Operations Lead Jobs in Pennsylvania

Manager Of Customer Services Operations
By Futura Energy Group At Allentown, PA, United States
Five years of accounting experience with extensive knowledge of GAAP and financial reporting requirements.
Minimum 5 years’ experience in a workforce management role working with multiple contact types (calls, email, chat, outbound/dialer) or relevant experience.
Prior workforce management lead or supervisory experience with at least 3 years of supervisory experience.
Proven experience in utilizing an industry-recognized application for performing forecasting and other workforce management functions (IEX, Aspect, etc.).
Experience with IVR Management and alternative channels.
Superior interpersonal skills and ability to effectively present complex information to front line employees, contact center management, and senior executives.

Are you looking for a challenging and rewarding role in customer services? We are looking for a Zone Operations Lead to join our team and help us provide exceptional customer service. You will be responsible for managing and overseeing the day-to-day operations of our customer service team in your designated zone. You will be the go-to person for customer service inquiries and will be responsible for ensuring that customer service standards are met. If you have a passion for customer service and are looking for an opportunity to make a difference, this could be the perfect role for you!

Overview:

The Customer Services Zone Operations Lead is responsible for leading the customer service operations in a designated zone. This includes managing the customer service team, ensuring customer satisfaction, and developing strategies to improve customer service operations.

Detailed Job Description:

The Customer Services Zone Operations Lead is responsible for leading the customer service operations in a designated zone. This includes managing the customer service team, ensuring customer satisfaction, and developing strategies to improve customer service operations. The Zone Operations Lead will be responsible for developing and implementing customer service policies and procedures, training customer service staff, and monitoring customer service performance. The Zone Operations Lead will also be responsible for resolving customer complaints, managing customer service budgets, and ensuring customer service standards are met.

What is Customer Services Zone Operations Lead Job Skills Required?

• Excellent customer service and communication skills
• Ability to lead and motivate a team
• Strong problem-solving and decision-making skills
• Knowledge of customer service operations and procedures
• Knowledge of customer service software and systems
• Ability to handle customer complaints and disputes
• Ability to work in a fast-paced environment

What is Customer Services Zone Operations Lead Job Qualifications?

• Bachelor’s degree in business, management, or related field
• 5+ years of customer service experience
• 3+ years of management experience
• Knowledge of customer service software and systems
• Knowledge of customer service operations and procedures

What is Customer Services Zone Operations Lead Job Knowledge?

• Knowledge of customer service operations and procedures
• Knowledge of customer service software and systems
• Knowledge of customer service best practices
• Knowledge of customer service metrics and analytics

What is Customer Services Zone Operations Lead Job Experience?

• 5+ years of customer service experience
• 3+ years of management experience
• Experience in leading customer service teams
• Experience in developing customer service policies and procedures

What is Customer Services Zone Operations Lead Job Responsibilities?

• Manage the customer service team in a designated zone
• Develop and implement customer service policies and procedures
• Train customer service staff on customer service best practices
• Monitor customer service performance and ensure customer service standards are met
• Resolve customer complaints and disputes
• Manage customer service budgets
• Develop strategies to improve customer service operations