Customer Service Manager

Attending Weekly Meetings with Clients to share insights and highlights of operations.
Manage the day- to- day operations and ensure delivery of all client KPIs and targets.
Conduct regular one- on- ones with direct reports to review individual performance, and the performance of their team and offer ongoing developmental coaching.
Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
Provide Activity Report as Team performance report daily, weekly, and monthly basis.
Participate in cross- functional meetings to review information received from operational support functions- Training, HR, Quality, WFM, IT- and partner to define action plans that resolve issues and drive continuous improvement.
Making sure all team members are actively involved and work closely to achieve team and individual KPIs.
Attending to ad- hoc tasks as assigned by the Senior Operation Manager/General Manager or Client.
Responsible for monitoring agents in terms of quality and quantity to meet operational requirements from Clients.
Develop and implement strategies to optimize operational efficiency, including process improvements, resource allocation, and workforce management.

Strong leadership skills with the ability to motivate and inspire a diverse team.
Proven experience as an Operation Manager or similar role.
Having experience in Content Moderation is a plus.
Willingness to work a flexible schedule.
Ability to thrive in a fast- paced and dynamic environment, managing multiple priorities and deadlines.
Fluent English both spoken and written.
Exceptional communication skills, both verbal and written, with the ability to interact effectively with customers, team members, and stakeholders.
In- depth knowledge of contact center operations, including workforce management, quality assurance, and performance metrics.
Excellent analytical and problem- solving abilities, with a track record of driving process improvements and achieving operational efficiency.

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Cập nhật gần nhất lúc: 2024-11-28 20:20:02