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Customer Support Operations Manager
2 weeks ago
Job Summary
We are seeking a skilled and experienced leader to oversee our customer support operations.
Key Responsibilities:
- Manage a team of agents handling customer inquiries, complaints, and escalations.
- Develop and implement strategies to improve response times, resolution rates, and overall customer satisfaction.
- Monitor team performance using key performance indicators (KPIs) and make data-driven decisions to drive continuous improvement.
- Collaborate with cross-functional teams to resolve complex customer issues and meet business objectives.
- Stay up-to-date on industry trends and best practices in customer service to ensure our operations remain competitive.
- Lead by example and foster a culture of excellence within the team.
- Identify training needs and provide coaching and development opportunities to help agents grow in their roles.
- Ensure adherence to regulatory standards and internal policies.
- Implement quality monitoring programs to ensure consistent service delivery.
Requirements:
- Demonstrated leadership skills and experience in managing customer-facing operations.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work effectively in a fast-paced environment.
