Customer Service Manager

We are looking for a dynamic and data- driven Customer Service Manager to lead our customer service team. You will oversee a large team, including both in- house full- time employees (FTE) and Business Process Outsourcing (BPO) agents. Your primary goal will be to enhance the customer experience by setting and achieving clear KPIs, managing day- to- day operations, and continuously improving processes through data analysis and innovation. The ideal candidate will possess outstanding leadership, and a track record of delivering measurable improvements.

Manage customer support tickets, ensuring timely and effective resolutions.
Report directly to the Head of Customer Experience, presenting insights and updates on team performance and customer satisfaction.
Oversee workforce management, including shift planning and salary calculations.
Supervise a large team of customer service agents (both in- house and BPO).
Analyze customer feedback and operational data to identify areas for improvement and implement solutions.
Lead initiatives to enhance customer satisfaction and experience across all touchpoints.
Collaborate with internal teams to optimize customer support workflows and tools.
Set and monitor clear Key Performance Indicators (KPIs) for customer service agents to ensure high performance.

Bachelor’s degree in Business, Management, or a related field.
A minimum of 8 years of experience ideally within fintech or fast- paced industries, with at least 3 years in a leadership role
Excellent communication and interpersonal skills.
Strong leadership skills with the ability to manage both in- house and outsourced employees.
Strong analytical and problem- solving skills, with the ability to use data to inform decisions and drive change.
Experience in setting KPIs and managing operational performance.
Experience with change management principles and methodologies.

Cập nhật gần nhất lúc: 2024-09-07 00:25:02