Senior Customer Service Operations Manager

Are you ready to lead the charge in revolutionizing customer service operations? ITAC Solutions has partnered with a renowned Birmingham, AL client in the search for a dynamic Senior Customer Service Operations Manager. Your mission? To spearhead a range of customer care functions, guaranteeing not just stellar service delivery, but also optimizing operational efficiency and maintaining unwavering integrity. If you’re a seasoned leader with a passion for excellence, we want to hear from you!

Benefits and Extras: Medical, Dental, Vision, 401k, Health Savings Account, Flexible Spending Account, and more!

Compensation: $145-182k/year

What you’ll be doing:

• Provide strategic input to business plans, control budgets, and ensure targets are met.
• Manage teams to drive continuous improvement in processes and foster a performance-oriented culture.
• Lead, motivate, and develop staff to promote problem-solving and strategic thinking.
• Oversee resolution of escalated issues, develop cost-effective strategies for high-quality service, and ensure seamless collaboration with other functions.
• Establish relationships with external stakeholders, represent the organization, attend meetings, prepare reports, and network with industry professionals while promoting the organization’s core values and championing safe work practices.

What you’ll need to be considered:

• Bachelor’s degree in relevant field; MBA or advanced degree preferred.
• 10+ years of progressive experience managing customer service operations in an essential services environment. 
• 5+ years of prior supervisory experience required.
• Strong understanding of customer billing, payment processing, collections, call center operations.
• Proven track record of implementing cost-effective strategies to improve customer service.

What could set you apart:

• Experience working within the utilities industry.

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