Customer Service Operations Manager

3 weeks ago


Bengaluru, Karnataka, India Thermo Fisher Scientific Full time
Key Responsibilities

  • Leads a team of customer service representatives to achieve operational excellence and deliver high-quality customer experiences.
  • Evaluates staffing needs and explores opportunities to create capacity, ensuring accurate distribution and prioritization of work.
  • Acts with integrity and leads by example, providing guidance, motivation, and coaching to team members to drive their metrics and meet organizational goals.
  • Maintains a strong understanding of company systems, processes, and procedures to provide daily support and guidance to colleagues.
  • Holds regular coaching, goal-setting, and performance meetings with team members to improve services and nurture an environment for staff to excel.
  • Supports the company's drive for continuous improvement and participates in innovative solutions to increase customer allegiance and profitability.
  • Contacts customers on critical issues to achieve full resolution and champions positive relationships with other departments to improve customer satisfaction.
  • Participates in quality improvement teams and promotes cooperative effort between departments to drive customer satisfaction.
  • Develops and implements best practice processes to ensure efficiency, reduce costs, and improve customer service.

Requirements

  • Bachelor's degree
  • 10+ years of successful customer care experience and proven informal leadership opportunities
  • Proven record of leading, mentoring, and empowering teams to optimal performance
  • Strong customer orientation with effective interpersonal, listening, and communication skills
  • Superior judgment and decision-making skills with analytical and organizational abilities
  • Computer business knowledge with understanding of customer service software, databases, and tools
  • Focused on continuous improvement and respect for individuals


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