Senior Customer Service Operations Manager

2 days ago

Saddar Town, Pakistan beBee Careers Full time
Senior Customer Service Operations Manager

This role is responsible for the day-to-day management of a customer service operation, ensuring that calls are answered within predetermined time scales and handled efficiently.

The successful candidate will be responsible for setting and meeting performance targets for speed, efficiency, sales, and quality. They will also plan and manage change, as well as monitor and improve the overall quality of service provided to customers.

Main Responsibilities:

  • Ensuring the smooth operation of the customer service team;
  • Setting and achieving performance targets;
  • Planning and managing change;
  • Maintaining high-quality customer service standards;
  • Managing relationships with internal stakeholders;
  • Analyzing data to inform business decisions;
  • Developing and implementing processes to improve efficiency and productivity;
  • Providing coaching and guidance to team members to ensure they have the necessary skills and knowledge to perform their roles effectively;
  • Recruiting, training, and developing staff to meet changing business needs;
  • Monitoring and reporting on key performance indicators (KPIs) to measure the success of the team.
Requirements

To succeed in this role, you will need to possess excellent communication and leadership skills, as well as the ability to analyze data and make informed decisions. You should also be able to work well under pressure and prioritize tasks effectively.

Key Qualifications:

  • Proven experience in a customer service management role;
  • Excellent communication and interpersonal skills;
  • Ability to analyze data and make informed decisions;
  • Leadership and coaching skills;
  • Ability to work well under pressure and prioritize tasks effectively;
  • Strong organizational and time management skills;
  • Ability to adapt to change and ambiguity;
  • Knowledge of customer service principles and practices;
  • Basic IT skills.
Benefits

We offer a competitive salary and benefits package, as well as opportunities for career development and growth.

Working Environment

You will be working in a fast-paced environment where no two days are the same. You will be part of a dynamic team that is passionate about delivering exceptional customer service.

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