
Customer Service Operations Leader
9 hours ago
We are seeking a highly skilled Senior Customer Service Manager to lead our customer service operations in Emerging Markets. The ideal candidate will have expertise in consumer service operations and strong project management experience.
Key Responsibilities:- Operational Leadership: Manage BPO/vendor operations, drive targets, align processes, and act as first escalation point.
- KPI Monitoring: Monitor NPS, AHT, case backlogs, service levels, and quality standards.
- Vendor Collaboration: Lead business reviews with vendors (monthly/quarterly/annual).
- Process Optimization: Optimize processes and implement rollouts/new functionalities across regions.
- Budget Planning: Manage and support budget planning for cost efficiency.
- Culture Development: Drive continuous improvement initiatives and hold vendors accountable.
- Team Support: Support people management by guiding vendor team structures & workload efficiency.
- Educational Background: Bachelor's degree in Business, Communication, or related field (or equivalent experience).
- Professional Experience: 3+ years of experience in Contact Vendor Management within Retail, Digital, or eCom.
- Expert Knowledge: Expert knowledge in Consumer Service operations.
- Skills: Strong project management & reporting experience.
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