
Senior Customer Service Manager
3 days ago
Job Title: Team Lead - Operations
Role Overview:
The successful candidate will be responsible for leading and mentoring a team of customer service representatives.
Key Responsibilities:
- Mentor, lead, and motivate a team to achieve high performance standards.
- Conduct regular meetings, one-on-ones, and performance reviews to drive improvement.
- Address team concerns and provide feedback to enhance overall performance.
Performance Metrics:
- Monitor and analyze team performance metrics, such as call handling time and customer satisfaction scores.
- Set and track performance targets and KPIs to drive success.
- Implement strategies to achieve and exceed performance goals.
Quality Assurance:
- Ensure adherence to quality standards and protocols.
- Conduct regular quality checks and audits of calls.
- Provide coaching and training to enhance service quality.
Operational Management:
- Manage daily operations to ensure efficient workflow and resource allocation.
- Handle escalated customer issues and complaints in a timely manner.
- Collaborate with other departments to resolve complex issues.
Reporting:
- Prepare and present regular performance reports to senior management.
- Analyze trends and identify areas for improvement.
- Recommend and implement process improvements to drive business growth.
Skills and Qualifications:
- Excellent leadership and people management skills.
- Strong analytical and problem-solving abilities.
- Exceptional communication and interpersonal skills.
- Ability to work in a fast-paced and dynamic environment.
- Proficiency in using contact center software and CRM systems.
Benefits:
We offer a competitive salary package, excellent benefits, and opportunities for career advancement.
Eligible candidates please submit your resume.
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