
Customer Service Operations Manager
1 week ago
We are seeking a highly skilled Team Lead to join our team.
- The ideal candidate will lead a team of customer service associates and motivate them to achieve key performance indicators (KPIs).
Responsibilities:
- Project Execution: Oversee the execution of various projects, ensuring timely completion and meeting productivity metrics.
- KPI Monitoring and Compliance: Monitor KPIs and target compliance, identifying areas for improvement and implementing corrective measures.
- Resource Allocation: Effectively allocate resources to meet productivity and quality metrics, prioritizing tasks and initiatives accordingly.
- Issue Documentation and Policy Adherence: Document issues and ensure adherence to policy and procedures, maintaining high-quality standards.
- Process Management: Manage process, resources, and system applications, ensuring seamless integration and efficiency.
- Data Analysis and Process Improvement: Perform ad hoc data analysis and participate in process improvement initiatives, driving continuous growth and enhancement.
- Validation and QA/QC: Perform validation checks for operational processes and data inputs/outputs, ensuring accuracy and reliability.
- Quality Standards Compliance: Comply with internal quality standards, upholding excellence in all aspects of work.
Requirements:
- 3 years of supervisory experience, preferably in a similar industry.
- Fluent English is a must.
- Excellent knowledge of G-suite.
- Monitors emails/chat taken by associates and provides feedback.
- Takes weekly, monthly tickets as per KRAs.
- Interacts with the quality team to seek feedback on team performance and quality scores.
- Conducts weekly, monthly reviews for associates.
- Prioritizes and assigns work to associates and initiates corrective measures to resolve day-to-day work-related problems.
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