Customer Service Manager

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.
Develop and implement strategies to optimize operational efficiency, including process improvements, resource allocation, and workforce management.
Attending to ad- hoc tasks as assigned by the Senior Operation Manager/General Manager or Client.
Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
Conduct regular one- on- ones with direct reports to review individual performance, and the performance of their team and offer ongoing developmental coaching.
Manage the day- to- day operations and ensure delivery of all client KPIs and targets.
Attending Weekly Meetings with Clients to share insights and highlights of operations.

Having experience in Content Moderation is a plus.
Ability to thrive in a fast- paced and dynamic environment, managing multiple priorities and deadlines.
Proven experience as an Operation Manager or at least 2+ years as an Assistant Manager or Supervisor role.
Willingness to work a flexible schedule.
Strong leadership skills with the ability to motivate and inspire a diverse team.
Excellent analytical and problem- solving abilities, with a track record of driving process improvements and achieving operational efficiency.
Exceptional communication skills, both verbal and written, with the ability to interact effectively with customers, team members, and stakeholders.
Fluency in English.
In- depth knowledge of contact center operations, including workforce management, quality assurance, and performance metrics.

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Cập nhật gần nhất lúc: 2024-04-02 16:10:32