Customer Operations Supervisor Job Description
Customer Operations Supervisor Duties & Responsibilities
To write an effective customer operations supervisor job description, begin by listing detailed duties, responsibilities and expectations. We have included customer operations supervisor job description templates that you can modify and use.
Sample responsibilities for this position include:
Customer Operations Supervisor Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Operations Supervisor
List any licenses or certifications required by the position: LEAN, A&P
Education for Customer Operations Supervisor
Typically a job would require a certain level of education.
Employers hiring for the customer operations supervisor job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Business, Education, Engineering, Business/Administration, Healthcare, Medical, Project Management, Construction, Technical, Supervision
Skills for Customer Operations Supervisor
Desired skills for customer operations supervisor include:
Desired experience for customer operations supervisor includes:
Customer Operations Supervisor Examples
Customer Operations Supervisor Job Description
- Serves as first escalation point for problem resolution
- Supervises daily call monitoring to provide feedback and coaching of team members according to quality standards
- Maintains records of customer interactions, records details, complaints, comments, and action taken
- Responsible for 24 hours a day, 7 days a week, gas and electric emergency response in an assigned geographic area
- May manage and or assist with the planning, coordinating, engineering, material procurement, project management, construction management and closing process of the company gas construction activities
- Responsible for monitoring the performance of all work to ensure the most effective utilization of resources
- Responsible for assigned media contacts
- Responsible for managing local environmental issues
- Outcomes and proactively identify and remove barriers to meeting customer
- Daily supervision of the staff to ensure that all department and company policies and procedures are followed
- Education or experience equivalent to a four year degree from an accredited college or university, with emphasis in business administration, engineering or related area preferred
- A minimum of three years technical and/or professional experience in large electric construction, gas and electric operations, project management, or related work
- Passionate about providing quality customer service
- Handle and ensure smooth customer support transactions across various programs and platforms
- Support positive customer experience at every touch-point
- Guide the agents to increase productivity and ensure performance within expected KPIs
Customer Operations Supervisor Job Description
- Supervise U.S. End of Lease customer billing and accounts receivable activities, dealer and customer direct sales invoicing – lease, balloon, and early terms
- Monitor all state changes in vehicle titling, including electronic titling, and direct financing and banking laws
- Responsible for the day-to-day operations of a team of representatives that handle customer service inquiries and problems and/or customer support operations
- Ensure that responses to customer inquiries are completed on a timely basis to achieve service and quality standards
- Coordinate work activities to achieve the volume expected to meet operational requirements
- Ensure that resources (tools, information, enabler support, ) are available for the team to provide on-time, quality service for the customer
- May lead team responsible for processing customer orders, bills and accounts
- Responsible for all hiring decisions, coaching, disciplinary actions and performance management including conducting performance appraisals
- May assist with special projects as assigned
- Coach the team for improved performance and adherence to safe work practices
- Possesses a good Customer Experience background
- Is able to manage operations, , to hit the set KPI’s
- Past experience in handling difficult customer situations
- Bachelor’s degree or equivalent relevant work experience, with a minimum of 3 years in a first line supervisor role in a union environment
- Clearly demonstrated individual and team leadership on critical projects or initiatives, with a record of meeting deadlines and targets, driving results and continuous improvement
- Knowledge of Regulatory and Company policies related to billing and customer accounts meter reading, collections and payment processing procedures in a plus
Customer Operations Supervisor Job Description
- Manage daily work schedules of direct reports to ensure adequate staffing, exceptional transactional quality, and unsurpassed responsiveness in all activities, address attendance and performance issues
- Train new employees on operational process and available tools
- Manages department level projects, process creation and transitions, upgrades and testing, continual improvement initiatives, always ensuring a high-quality customer service, measurable and sustainable results and a change acceptance and implementation environment
- Communication management to Stakeholders and internal customers on team results, changes, risks and quality and accuracy of work, key productivity metrics associated with service level achievements
- Provide feedback, training, and coaching to the Admins and Contract Specialists
- Manage urgent requests to ensure they are done in a timely manner and escalate to the appropriate people as needed
- Ensure the Contract Specialists are compliant when submitting bid proposals, Terms & Conditions, Supplier/Vendor forms, and contract modifications
- Analyze and manage all RA returns for credit
- Track reason codes for returns and analyze trends with department manager to minimize returns
- Work with Marketing and Product Management teams to maintain pricing information and price lists for Sales and Distribution channels in our CRM Database
- Expert knowledge of process and operational areas
- Knowledge of Regulatory and Company policies related to billing and customer accounts meter reading, collections and payment processing procedures
- Fluent in English, French and Dutch (written and spoken)
- Previous work experience in airline/airport operations
- Must be eligible to live and work in Belgium/EU for any employer without visa sponsorship
- Bachelor's Degree in Business or other related discipline and Six (6) years' experience in a customer operations/call center environment, ORHigh School diploma or GED plus Ten (10) years' experience in a customer operations/call center environment
Customer Operations Supervisor Job Description
- Engage and recognize external customers
- Monitor front-line co-worker behavior with customers (both internal and external) to ensure consistency and compliance with Company guidelines, procedures and standards
- Monitor the performance of a team, zone or cell, taking actions as necessary, to ensure daily goals are met
- Assess and delegate the appropriate work tasks to Service Directors/Leads/Pursers
- Identify issues and engage in structured problem solving to assist front-line co-workers in accomplishing work
- Conduct trend analyses, review key metrics and take actions to address items not on track – lead performance dialogues with front-line co-workers to review metrics, performance boards and issues boards
- Develop and implement standard work and continuous improvement processes
- Set expectations with co-workers with regard to performance standards including consistent and outstanding delivery of service and product
- Provide front-line co-workers with regular coaching, feedback and recognition, as appropriate
- Serve as a subject matter expert on service and procedures
- Must understand the intricacies of medical and pharmacy insurance coverage as it pertains to Durable Medical Equipment
- Must know and understand the difference between HMO, PPO, EPO, Indemnity, POS, Home Plans and Host Plans and be able to clearly communicate that to a patient and or other caregiver or medical professional
- Must demonstrate a highly positive attitude
- Must have a demonstrated Problem Solving ability
- Must be highly independent and proactive, and comfortable balancing multiple priorities
- Knowledge in Quality Management System and Work Force Management tools is a plus
Customer Operations Supervisor Job Description
- Provides day-to-day leadership, including communication, administering policies, business processes, quality standards, and performance measurement criteria
- Provides leadership on a day to day basis to manage staff members to successfully perform the duties of these work groups
- Monitor compliance to departmental and corporate policies and procedures
- Supervisory responsibilities for a team of Contract Administrators
- Responsible overseeing all contractual activities from the date an order is received through to shipment while maintaining the systems and procedures according to company standards
- Provides an interface between customers’ requirements and Production
- Serves as a liaison with other departments to include Purchasing, Production Planning, Engineering, Accounts, and Shipping to ensure the fulfillment of customer requirements
- Oversees the handling of documentation, customer queries, and expediting
- Hold internal and external meetings with customers, inspectors, and expeditors
- Keep customers informed of delivery schedules
- Minimum tenure of two years with NICR, one year in current Role
- Given the nature of this role, schedule flexibility is required
- Bachelor’s Degree (or in their final year of bachelor’s studies) in Business Administration, Engineering or Equivalent
- Certifications, training or learning related to Project Management, Continuous Improvement, Operational Excellence, Six Sigma, Coaching is a plus
- Strong communication and presentation skills with an emphasis on leading meetings, managing projects, driving initiatives, and proven ability to interface with other leadership
- Demonstrated analytical, process and project management skills