Customer Operations Supervisor Job Description
Customer operations supervisor
provides position and performance guidance based upon human resources policies and procedures including the collective bargaining agreements.
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:
Assists in monitoring customer service productivity in accordance with established policy to assure adherence completeness
Channel Communications
Channel Insights
Product Protection (includes N.A
Acting as a lead subject matter expert on Customer Service services, departmental systems, practices, policies, resources
Contributing your skills, knowledge, experience and abilities in helping to identify/create innovative strategies, plans and tactics that will help improve year-on-year Customer Service support to channel customers, other external parties, internal partners/stakeholders
Working collaboratively with all internal/external partners & stakeholders
Ensuring your and your team’s work, projects and other deliverables meet or exceed goals and objectives
Develop/ensure clear roles and responsibilities, learning & development, other resources, tools and expense budgets for the assigned Customer Service function and team
Manage, coordinate and direct the operations of approximately 15-18 non-exempt employees
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:
Business and technical aspects of the job
SAP CCS and the UWUA Bargaining Agreement
Coaching and Feedback
Harassment/Professionalism in the Workplace
Internet
Percepta Human Resources Policies and Procedures: Employee Relations/Corrective Action
Behavior Based Interviewing
Computers and software –
Labor relations
SAP CCS
Desired experience for customer operations supervisor includes:
Advanced working knowledge of ACSR (or other customer service/billing system)
Minimum of five years of experience in payment processing environment with two years of supervisory or leadership experience
Communication – Listens well
Inspiring and Influencing - Understands what motivates other people to perform at their best
Achieving Results - Clearly conveys objectives, deadlines and expectations
Feedback and Coaching - Seeks candid feedback on performance
Customer Operations Supervisor Examples
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Customer Operations Supervisor Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of customer operations supervisor. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer operations supervisor
- 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
Qualifications for customer operations supervisor
- 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
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Customer Operations Supervisor Job Description
Job Description Example
Our company is searching for experienced candidates for the position of customer operations supervisor. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer operations supervisor
- 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
Qualifications for customer operations supervisor
- 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
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Customer Operations Supervisor Job Description
Job Description Example
Our company is growing rapidly and is hiring for a customer operations supervisor. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer operations supervisor
- 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
Qualifications for customer operations supervisor
- 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
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Customer Operations Supervisor Job Description
Job Description Example
Our company is searching for experienced candidates for the position of customer operations supervisor. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer operations supervisor
- 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
Qualifications for customer operations supervisor
- 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
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Customer Operations Supervisor Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of customer operations supervisor. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer operations supervisor
- 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
Qualifications for customer operations supervisor
- 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