Customer Service Manager
1 month ago
I. JOB SUMMARY
Overall accountability of teams’ and process performanceEnsuring business metrics/KPIs are met as per SOWEvaluating business requirements and lead performance improvement initiativesTraining and competency development of the teamAnalyze performance indicators and encourage governance & awarenessCoordination with interconnected departments on necessary issuesSOW / Contract management
II. PRINCIPAL DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)
Provide feedback, coaching, and improvement plans to team.Drive & implement operational excellence.Manage escalations where appropriate.Establish governance as per SOW requirement.Responsible for metric/ team/ client management and business performance & analysisPeriodical reports in appropriate formats as requested by stakeholders
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