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Customer Service Operations Manager Job Description

Job Title: Customer Service Operations Manager

Overview/Summary of the role:
The Customer Service Operations Manager is responsible for the overall management of the customer service team to ensure the provision of high-quality services to customers. This role involves overseeing the profitability of customer service operations by managing day-to-day activities, setting targets and ensuring the team delivers on metrics and KPIs.

Responsibilities and Duties:
• Managing the customer service team to provide exceptional customer service to clients and customers.
• Aligning customer service operations with company goals and key business objectives.
• Setting, monitoring and improving customer service KPIs, metrics and targets.
• Implementing procedures and policies that ensure effective and efficient operations of the customer service team to improve customer satisfaction.
• Reviewing, managing and improving the customer experience process.
• Providing training and guidance to customer service team members to enhance their skills and streamline operations.
• Evaluating customer service solutions to determine the most efficient and cost-effective means of solving customer problems.
• Developing and implementing procedures for handling customer complaints, inquiries and related issues.
• Ensuring the customer service team maintains accurate records and databases.
• Building and maintaining relationships with customers, suppliers and internal teams.

Qualifications and Skills:
Hard Skills:
• Proficiency with CRM software and customer service solutions.
• Experience working in a customer service manager role.
• Ability to manage and motivate customer service teams.
• Project management skills.
• Analytical and strategic thinking.

Soft Skills:
• Excellent communication and interpersonal skills.
• Ability to resolve conflicts and make informed decisions.
• Ability to analyze complex data and make sound judgments.
• Leadership ability and good organizational skills.
• Attention to detail and dedicated to customer service excellence.

Education and Experience:
• Bachelor's degree in business administration, customer service, or a related field.
• 5 years of experience in customer service management.

• Experience with call center management.
• Experience in the ecommerce industry.
• Master's degree in business administration or a related field.

Licensing (if applicable):

There is no specific licensing required to work as a Customer Service Operations Manager. However, depending on the industry and the products or services being provided, individuals may need to obtain industry-specific certifications or licenses.

Typical Employers:

Customer Service Operations Managers typically work in large organizations that offer a wide range of products or services, such as retail companies, call centers, financial institutions, healthcare organizations, and government agencies.

Work Environment:

Customer Service Operations Managers typically work in a fast-paced environment and are responsible for managing multiple tasks and priorities simultaneously. They may work in an office setting or in a call center, and may be required to work evenings, weekends, or holidays. They often work with a team of customer service representatives, as well as other managers and departments within the organization.

Career Pathways (both leading to this position and next positions):

Leading to a Customer Service Operations Manager position, individuals may start in an entry-level customer service position and work their way up through the ranks or may have a background in management or operations. Next positions may include roles such as Director of Customer Experience, Chief Customer Officer, or Operations Director.

Job Growth Trend (USA and Global):

According to the Bureau of Labor Statistics, employment of Customer Service Representatives is projected to grow 2% from 2019 to 2029. However, the demand for Customer Service Operations Managers is expected to increase as organizations continue to focus on enhancing customer experience and improving customer retention. Globally, there is also a growing trend toward providing high-quality customer service, which will increase the demand for Customer Service Operations Managers.

Career Satisfaction:

Customer Service Operations Manager is a highly rewarding career choice for individuals who have a passion for solving customer-related problems and who love working in a fast-paced and dynamic environment. Many professionals in this field find great satisfaction in helping customers receive the help they need and in creating efficient and effective customer service processes that drive business growth.

Related Job Positions:

- Customer Service Manager
- Customer Success Manager
- Call Center Manager
- Operations Manager
- Service Delivery Manager

Connected People:

- Customer support teams
- Sales and marketing teams
- Business development managers
- Product owners
- Technical support teams

Average Salary:

USA: $80,000 - $110,000
UK: £35,000 - £60,000
Germany: €50,000 - €80,000
India: ₹1,000,000 - ₹1,500,000
Brazil: R$100,000 - R$150,000

Benefits Package:

Benefits package for Customer Service Operations Manager may include health, dental, and vision insurance, pension scheme, paid time off, sick leave, maternity/paternity leave, life insurance, 401(k) plan, employee discounts, and professional development opportunities.

Schedule and Hours Required:

The work schedule of a customer service operations manager is typically full-time, with an average of 40-50 hours per week. However, it is common for individuals in this role to work beyond normal business hours, including weekends or holidays, to ensure customer satisfaction and support business needs.

Level of Autonomy:
As a Customer Service Operations Manager, you will have a significant level of autonomy in your role. You will be responsible for leading and managing a team of customer service representatives, developing and implementing strategies to improve customer satisfaction, and identifying and addressing areas of improvement within customer service operations. You will be expected to make decisions and take actions independently, but you will also be required to work collaboratively with other departments to ensure that business goals are being met.

Opportunities for Professional Development and Advancement:
As a Customer Service Operations Manager, there will be ample opportunities for professional development and advancement. You will have the opportunity to attend training sessions, conferences, and workshops to enhance your skills and knowledge of industry trends, customer service best practices, and leadership techniques. You may also be eligible for promotions within the company or advancement to other management positions.

Specialized Skills or Knowledge Required:
To be successful as a Customer Service Operations Manager, you will need a strong background in customer service, leadership, and operations management. You should have excellent communication skills, both written and verbal, and the ability to build and maintain relationships with customers, employees, and stakeholders. You should also have experience analyzing data, identifying trends, and using metrics to drive improvements in customer service operations.

Physical Demands:
As a Customer Service Operations Manager, there are minimal physical demands associated with the job. You may spend extended periods of time sitting at a desk or in meetings, but there are no significant physical demands that would require special accommodations.

Tools and Technologies Used:
To be effective in this role, you will need to be proficient in the use of various tools and technologies, including customer relationship management (CRM) software, data analysis and reporting tools, and scheduling and workforce management software. You should also be comfortable using Microsoft Office suite and other productivity software to create reports and presentations. Additionally, you should be familiar with emerging technologies and trends in customer service operations.

Work Style:
As a customer service operations manager, you should have a hands-on approach to work. You need to be comfortable leading a team and working collaboratively to achieve organizational goals. You should be proactive, strategic, and innovative in your approach to problem-solving. As a customer service manager, you will be dealing with a range of challenging situations regularly, and so you should be able to remain calm under pressure.

Working Conditions:
As a customer service operations manager, you may work in an office or call center environment, depending on the company you work for. You should expect to work standard business hours, but additional hours may be necessary to meet deadlines or deal with unexpected issues. You may also have to work weekends or holidays, depending on the business's operating hours and your team's schedule.

Team Size and Structure:
As a customer service operations manager, you will oversee a team of customer service representatives, supervisors, or managers. The team size may vary, depending on the size of the company and the volume of customer inquiries. You may also oversee other support staff and work collaboratively with other departments to ensure that customer needs are met.

Collaboration and Communication Requirements:
Customer service operations managers are required to work with multiple departments, including sales, marketing, production, and logistics, to ensure a seamless customer experience. As a manager, you should have excellent communication skills, both verbal and written, to effectively communicate with customers, team members, and other departments. You should also have the ability to collaborate effectively with other departments to ensure that customer needs are met and exceeded.

Cultural Fit and Company Values:
As a customer service operations manager, you are expected to embody the company's values and culture. You should be committed to ensuring that customer needs are met and that service is delivered efficiently and effectively. Additionally, you should have a positive attitude and be able to motivate and lead your team to achieve their goals.