Customer Service Operations Manager - Remote

Overview

The Operations Manager supports the Customer Service Director on leading and shaping the end to end Customer Service Experience across our company. In collaboration with the Customer Service Director, this role will help to define and shape all Customer Service processes across all the markets we operate and consider all our projects.

In Short

• Improve customer service engagement and satisfaction using technological tools.
• Ensure team efficiency according to business needs and policies.
• Take ownership of customer issues and follow through to resolution.
• Maintain accurate records of customer service actions and discussions.
• Lead and develop the team to enhance performance with clear goals.
• Promote a productive and effective service environment.
• Coordinate daily operations and provide timely responses to the team.
• Analyze statistics and compile accurate reports for decision-making.
• Collaborate with HR for recruitment and performance reviews.
• Control resources to achieve qualitative and quantitative targets.
• Stay updated on industry developments and apply best practices.

Requirements

• Proven experience in customer service management.
• Strong leadership and team development skills.
• Excellent problem-solving abilities.
• Ability to analyze data and generate reports.
• Familiarity with customer service technologies.
• Strong communication and interpersonal skills.
• Experience in process improvement initiatives.
• Collaboration skills with HR and other departments.

Benefits

• Opportunity to shape customer service processes.
• Supportive work environment promoting personal growth.
• Collaboration with leadership on strategic initiatives.
• Access to training and development resources.