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Manager, Service Operations (Back Office) - Remote

Posted 9 weeks ago

Overview

The B2B CS Operations Manager at Hopper will play a crucial role in enhancing customer happiness and optimizing service costs by overseeing third-party call center operations.

In Short

  • Drive customer happiness and reduce service costs.
  • Oversee third-party call center operations.
  • Provide guidance and oversight to the service operations team.
  • Focus on vendor success through workflow assistance.
  • Analyze KPIs and conduct gap analysis.
  • Ensure regulatory compliance.
  • Act as the voice of Hopper agents and customers.
  • Automate processes to enhance customer self-service.
  • Deliver a seamless experience for users and agents.
  • Support the overall customer service strategy.

Requirements

  • Experience in customer service operations management.
  • Strong analytical skills for KPI and gap analysis.
  • Knowledge of regulatory compliance in customer service.
  • Ability to manage workflows effectively.
  • Excellent communication skills.
  • Experience in B2B environments.
  • Proven track record in enhancing customer satisfaction.
  • Leadership experience in managing teams.
  • Ability to work collaboratively with vendors.
  • Strong problem-solving skills.

Benefits

  • Opportunity to impact customer service strategy.
  • Work in a dynamic and innovative environment.
  • Collaborate with a talented team.
  • Potential for career growth within the company.
  • Access to training and development resources.
  • Competitive salary and benefits package.
  • Flexible working arrangements.
  • Engagement in meaningful work that enhances customer experience.
  • Supportive company culture.
  • Involvement in automation and process improvement initiatives.

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