Service Operations Management:- Oversee day-to-day service operations to ensure timely and efficient service delivery.
Develop and implement standard operating procedures (SOPs) for service activities.- Monitor and manage service workflows to optimize productivity and efficiency.
Ensure a high level of customer satisfaction through effective communication and problem resolution.- Address and resolve customer complaints and service issues promptly.
Implement customer feedback mechanisms to continuously improve service quality.
- Team Leadership and Development:
Lead, mentor, and develop a team of service technicians or support staff.
- Conduct regular performance reviews and provide constructive feedback.
Identify training needs and facilitate professional development opportunities for team members.
Prepare and manage the service department budget.- Monitor expenses and ensure cost-effective service delivery.
Analyze financial reports to identify areas for improvement and cost savings.
- Quality Control and Compliance:
Ensure compliance with industry standards, regulations, and company policies.
- Implement and maintain quality control measures to ensure service excellence.
Conduct regular audits and assessments to identify areas for improvement.
- Collaboration and Communication:
Work closely with other departments (e.g., sales, product development) to align service delivery with overall business goals.- Communicate service updates, changes, and initiatives to relevant stakeholders.
Participate in cross-functional projects and initiatives to enhance service offerings.
Prepare and present regular reports on service performance, customer satisfaction, and team productivity.
- Utilize data and analytics to drive decision-making and strategic planning.
Identify trends and insights to proactively address service challenges and opportunities.
Bachelors degree in Business Administration, Operations Management, Hospitality, or a related field. A masters degree is a plus.
Proven experience (typically 5+ years) in a service management or similar role.
- Demonstrated experience in managing teams and service operations.
Experience in budgeting, financial management, and performance analysis.
Strong leadership and team management skills.- Excellent communication and interpersonal skills.
Ability to handle customer complaints and resolve conflicts effectively.
- Strong organizational and multitasking abilities.
Proficiency in using service management software and tools.- Analytical mindset with the ability to interpret data and make informed decisions.
Customer-focused with a commitment to service excellence.- Problem-solving and critical-thinking abilities.
Adaptability and flexibility in a fast-paced environment.
- High level of integrity and professionalism.
Job Type: Full-time
