Customer Support Operations Manager

7 hours ago


Hyderabad City Taluka, Pakistan beBee Careers Full time
Job Description

We are seeking a highly skilled and experienced Customer Support Operations Manager to join our team. In this role, you will be responsible for managing a team of customer support agents and ensuring that they provide exceptional service to our customers.

Your primary responsibility will be to lead a team of high-performing customer service agents across multiple channels, including phone, messaging, and email. You will be responsible for managing and supporting initiatives aimed at improving operations through the automate, eliminate, and optimize framework.

You will also act as a trusted point of contact for escalations and high-priority issues related to your scope. Your goal will be to achieve SLAs, productivity, and quality metrics for your line of business/team members.

To succeed in this role, you will need to collaborate cross-functionally with Program, Quality, Training, and Product teams to improve existing workflows and processes. You will utilize an in-depth understanding of metrics to drive data-backed business decisions.

Key Responsibilities:

  • Lead a team of customer service agents across multiple channels
  • Manage and support initiatives to improve operations
  • Act as a trusted point of contact for escalations and high-priority issues
  • Achieve SLAs, productivity, and quality metrics
  • Collaborate with cross-functional teams to improve workflows and processes
  • Utilize metrics to drive data-backed business decisions


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