Customer Service Manager

Vincere; San Antonio (TX); On-site; USD 65,000 - 87,000; Full time

Job summary

Vincere is hiring a Customer Operations Manager in San Antonio, TX to lead and optimize the customer service and dispatch teams. You will partner with analysts to develop strategies, drive call center improvements, and manage budgets for scalable service delivery.

You will establish metrics, guide training programs, and communicate performance to senior leadership while prioritizing exceptional customer experience and retention.

Qualifications

• Experience leading customer operations or call center teams.
• Budgeting and financial oversight for a service/ops function.
• Strong communication and leadership abilities in a matrix environment.

Responsibilities

• Drafts, implements, and enforces policies for scalable customer service operations.
• Sets performance metrics and service levels for the team.
• Manages department budget and allocates resources effectively.
• Leads multi-site teams and mentors staff for peak performance.
• Prepares leadership reports on sales/retention data and operations KPIs.

Skills

Leadership

Budgeting

Communication

CRM systems

Education

Bachelor’s degree preferred

Tools

CRM systems

Microsoft Office

Project management tools

Job description

Customer Operations Manager 65k - 87k

Full Time

San Antonio, TX, US

The Manager of Customer Operations is in charge of managing and improving customer service operations within the company. They coordinate with analysts to develop strategies, identify new sales opportunities, implement call center improvements, and manage dispatch and customer service operations. They also manage the budget, delegate tasks, and handle complex issues for their aligned team members.

Essential Duties and Responsibilities

The essential functions include, but are not limited to, the following:

• Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience with a focus on the ability to scale.
• Establishes performance metrics for customer service representatives.
• Establishes service levels and requirements for the department.
• Measures team performance;communicates goals and quotas to team; and encourages the call center as they work toward reaching their goals and quotas.
• Develops and implements methods to record, assess, and analyze customer feedback.
• Develops and implements training and quality assurance programs focused on the customer journey for new hires and experienced employees.
• Identifies and recommends expansions of technology, equipment, and policies that may improve customer service and retention.
• Acts as a liaison between the customer service department and other departments in the company.
• Drafts and implements the department’s budget.
• Prepares and presents reports to senior leadership strategy recommendations focused on sales and retention data in conjunction with sales and senior management.
• Understand industry trends, customer behavior, and market dynamics to guide the approach for call center employees to empower the customer service journey.
• Prioritize exceptional customer service. Understand customer needs, address concerns, and ensure a positive experience for callers.
• Lead,mentor and develop a multi-site team.
• Proficient in workforce management, understanding a call center environment, and streamlining processes for maximum efficiency.
• Mediate problems and disputes between dispatch/route service personnel and customers as needed
• Carrying out additional duties assigned by senior management.

Supervisor Responsibilities of this Role

Oversees the Customer Service and Dispatch teams. Carries out supervisory responsibilities in accordance with organization policies and applicable laws. Responsibilities include staff selection, establishing expectations/goals, employee development, planning, assigning, and directing work; appraising performance; rewarding, and resolving employee concerns.

• Directly responsible for the teams in the respective area.
• Provides ongoing training to applicable staff to develop and encourage their technical and operational performance.
• Meets with appropriate staff on a timely basis for performance evaluations and communication of Company goals.

TheManager of Customer Operation’s success will be measured by many factors pertaining to the job, including, but not limitedto:

• Leadership: Demonstrated ability to lead others and get results through others.
• Planning: Ability to think ahead and plan over 1 to 3 months.
• Management: Ability to organize and manage multiple priorities.
• Procedure and Process: Champion the belief and adherence to procedures and processes.
• Problem analysis and problem resolution at both strategic and tactical levels.
• Commitment to Company values.

They will have primary responsibility KPIs set by the RegionalVP. A few examples may include:

1. Average Resolution Time
2. Average After Call Work Time

1. Membership Business Growth
2. Customer Callbacks

Minimum Qualifications

• Experience with Service Titan is desired
• Proficiency in financial management and Budgeting
• Computer literacy,including Microsoft Office Suite
• Familiarity with relevant software and tools, including project management and CRM systems.
• Business development skills with commercial clients

• Minimum of 3 years management experience in a matrixed organization
• Excellent oral,written,and interpersonal communication skills
• Bachelor’s degree preferred but not required; minimum of four years in a similar role.

Physical Demands and Work Environment Physical Demands:

• Sitting or standing for long periods of time
• Typing for long periods of time
• Ability to lift,push,andpullupto50lbs.
• Talking on the telephone for long periods of time
• Needs use of voice,eyesight both near and distance

Working Environment:

• Normal Conditioned Office environment
• Occasional work in the field exposed to the elements.