Customer Service Operations Manager

Job Summary :

The Customer Care Operations Manager is responsible for overseeing the daily operations of the customer service team, ensuring a high standard of customer support, implementing process improvements, and managing key performance metrics. This role plays a pivotal part in enhancing the customer experience, maintaining service level agreements (SLAs), and leading a team of customer care representatives and team leaders.

We are seeking a highly motivated and experienced Customer Service Professional for our Customer Service department. This role will oversee a dynamic team responsible for delivering exceptional customer experiences. The ideal candidate will have proven leadership skills, deep knowledge of customer service best practices, and the ability to drive operational excellence in a fast-paced environment.

Key Responsibilities

Operational Excellence :

• Oversee day-to-day operations to ensure seamless and efficient functioning of the department.
• Develop, implement, and monitor KPIs to track team performance and customer satisfaction.
• Optimize workflows and processes to enhance efficiency and reduce turnaround times.
• Ensure compliance with company policies, service level agreements (SLAs), and industry standards.

Customer Experience Enhancement :

Crisis Management :

Team Leadership and Management :

Reporting and Analytics :

Skills :

Key Competencies :

What We Offer :

Preferred Skills :

Experience :

Work Schedule : 6 days a week with rotational shifts and rotational weekly offs

Skills Required

Leadership, People Management, Problem-solving, Crm Systems