Customer Service Operations Manager
14 hours ago
Fortum is a leading Nordic energy company with a vision to power a world where people, businesses, and nature thrive together. Our mission is to generate and deliver clean energy reliably, while helping industries decarbonize their processes and grow.
We pride ourselves on being one of the cleanest energy producers in Europe, guided by our ambitious environmental targets. Our core operations in the Nordics comprise efficient, CO2-free power generation as well as reliable supply of electricity and district heat to private and business customers.
Job Description
As a Customer Service Operations Manager, you will lead and supervise a team of approximately 10 customer advisors, ensuring they are well-trained, motivated, and aligned with company objectives. You will oversee daily operations, mentor team members, and drive high performance to meet organizational goals.
Key Responsibilities:
- Lead and support team members in daily operations, offering guidance and assistance.
- Monitor and evaluate team and individual performance to ensure that targets and service standards are achieved.
- Conduct training and provide ongoing coaching to develop team skills.
- Identify and implement process improvements to enhance efficiency and customer satisfaction.
- Ensure adherence to company policies and service standards in all customer interactions.
- Motivate the team, fostering a positive and collaborative work environment.
- Efficiently manage resources to meet service demands.
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