Senior Customer Service Process Manager
1 week ago
Ensure a premium customer experience across channels by managing BPO/vendor operations, monitoring KPIs, and leading business reviews. The ideal candidate will drive targets, align processes, and act as the first escalation point.
Key Responsibilities include:
- Managing vendor teams and driving operational excellence.
- Monitoring NPS, AHT, case backlogs, service levels, and quality standards.
- Leading regular business reviews with vendors to ensure alignment and progress towards goals.
- Optimizing processes and implementing rollouts/new functionalities across regions.
The successful candidate will have:
- At least 3 years of experience in Customer Service (BPO/Contact Center Operations).
- A proven track record in vendor management and operational excellence.
- Experience working in retail, e-commerce, or digital consumer service environments.
- Strong knowledge of Customer Service KPIs such as NPS, AHT, CSAT, FCR, and Service Levels.
- Excellent analytical and problem-solving skills to drive performance improvements.
- Proficiency in CRM platforms like Salesforce, Zendesk, Oracle, etc.
- Strong communication skills in English (verbal & written).
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