
Senior Customer Service Manager
5 days ago
Job Description:
The Customer Service Team Lead will oversee the daily operations of a global team. The role focuses on ensuring the team is meeting performance metrics, maintaining service quality, and fostering seamless collaboration with other teams.
Key Responsibilities:
- Lead and manage a team of customer service representatives.
- Oversight of workload distribution to ensure performance metrics are met.
- Approval and management of annual leave, shift scheduling, and roster planning.
- Monitoring and reporting on individual and team performance metrics.
Key Performance Indicators (KPIs):
- Ensuring all customer service SLAs are met or exceeded.
- Tracking and reporting on consumer feedback, VOCs, and social media management.
Requirements:
Strong leadership skills with 3+ years of proven team leadership experience in a customer service environment.
Excellent communication and organizational skills, including cross-cultural collaboration.
Proficient in KPI tracking, reporting, and operational problem-solving.
Able to work in a fast-paced, global business environment.
What We Offer:
- Competitive compensation.
- Medical insurance for self and family.
- Training and skill development programs.
- Opportunities for professional growth and development.
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