Role Profile: Operations Manager (Customer Support)

The Operations Manager (Customer Support) is responsible for overseeing the daily operations of the customer support team, ensuring that processes are efficient and that customers receive high-quality assistance.

• Develop and implement operational strategies to improve customer support processes.

• Monitor team performance metrics and customer satisfaction ratings.

• Collaborate with other departments to streamline workflows and resolve issues.

• Train and mentor customer support staff to enhance their skills and productivity.

• Prepare and present operational reports for senior management, highlighting areas for improvement.

• Strong leadership and team management skills.

• Excellent communication and interpersonal skills.

• Proficiency in data analysis and performance management tools.

• Problem-solving aptitude and the ability to think strategically.

• Familiarity with customer service software and CRM systems.

• A degree in Business Administration, Operations Management, or a related field is preferred.

• 5+ years of experience in customer support or operations roles, with at least 2 years in a management position.

Potential advancement opportunities include Senior Operations Manager, Director of Operations, or Vice President of Customer Experience.

• Institute of Operational Management (IOM)

• Online courses in operations management on platforms like Coursera or LinkedIn Learning.

Designing and implementing a new ticketing system to streamline customer inquiries, or developing a training programme to improve the team's ability to handle complex customer issues.