
Customer Service Operations Manager
18 hours ago
We are seeking an experienced Customer Service Operations Manager to drive a premium customer service experience across eCom and retail channels. This role involves managing BPO/vendor operations, driving performance metrics, and supporting efficiency and quality initiatives.
Key Responsibilities:- Ensure a seamless customer experience across all channels in Emerging Markets
- Manage vendor relationships: negotiate targets, align processes, and act as the first point of escalation
- Monitor key performance indicators: NPS, AHT, case backlogs, service levels, and quality standards
- Lead business reviews with vendors (quarterly/annual)
The ideal candidate will have strong knowledge of Consumer Service operations, experience in vendor management, and the ability to analyze performance metrics and drive improvements.
Requirements:- Bachelor's degree in Business, Communication, or related field (or equivalent experience)
- 3+ years of experience in Contact Vendor Management within Retail, Digital, or eCom
- Expert knowledge in Consumer Service operations
- Strong project management & reporting skills
This is a great opportunity for a seasoned professional to take their career to the next level and make a meaningful impact on our customers' experience.
About this Role:This is a full-time position that requires strong leadership skills, strategic thinking, and excellent communication abilities. As a Customer Service Operations Manager, you will be responsible for developing and implementing strategies to improve customer satisfaction, reduce costs, and enhance operational efficiency.
You will work closely with cross-functional teams, including sales, marketing, and product development, to ensure alignment and achieve business objectives. If you are a results-driven professional with a passion for customer service and operations, we encourage you to apply.
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