The position of the Operations Officer is responsible for supervising the functions of a small customer service center call team. The Operations Officer will take calls, respond to customer and non-customer email inquiries and complaints. Ensure strong internal controls and promote customer service excellence. Coordinates the activities of the workers providing telephone customer service. Provides consistent service levels to support the branches/departments. The position is responsible for providing leadership, support, and training within the customer service call center as required. Conducts research and performs supervisory duties for department staff, and oversees the coordination of staff for coverage in all related areas of the customer service call center. The Operations Officer will manage a team of 6 or less individuals.
These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.