
Senior Customer Service Operations Manager
1 day ago
We are seeking a highly skilled and experienced team leader to oversee our customer service operations. As a key member of our organization, you will be responsible for managing daily volumes, response times, and customer satisfaction metrics.
Key Responsibilities:
- Monitor and analyze team performance reports to identify areas for improvement.
- Develop and implement strategies to enhance customer satisfaction and retention.
- Provide regular feedback and coaching to team members to ensure continuous growth and development.
- Manage email and chat processes 24/7, ensuring prompt and efficient resolution of customer queries.
- Work closely with QA and training teams to ensure adherence to policies, tone, and brand guidelines.
- Conduct performance evaluations and make recommendations for promotions or terminations.
- Identify training and quality needs, and develop plans to address them.
- Drive employee engagement and motivation through regular recognition and reward programs.
Requirements:
- Bachelor's degree or equivalent work experience.
- Minimum 3 years in customer service, with at least 1 year in a leadership or supervisory role.
- Strong experience in chat and email-based customer support (e-commerce or service industries preferred).
- Excellent written communication, problem-solving, and people management skills.
- Familiarity with tools like Zendesk, Freshdesk, Intercom, or similar CRM/chat platforms.
- Ability to handle pressure, multitask, and lead teams in a fast-paced environment.
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