Customer Service Operations Manager

18 hours ago

Islamabad, Islamabad, Pakistan beBee Careers Full time

The Assistant Manager CS role is a challenging opportunity for an experienced professional to lead and manage the daily operations of a support center.

Key Responsibilities
  • Performance Management: The successful candidate will be responsible for managing the daily operations of the support center, setting and meeting performance targets for speed, efficiency, sales and quality. This includes forecasting, analyzing and reporting KPI figures on a weekly and monthly basis, as well as helping achieve daily quantitative targets and service levels.
  • Team Management: Organizing staffing including shift patterns and the number of staff required to meet demand, reviewing the performance of staff, identifying training needs and planning training sessions, preparing rosters for support center teams, coaching, motivating and retaining staff, and coordinating bonus, reward and incentive schemes. Additionally, maintaining logs for agent leaves, vacations and planning for emergency situations.
  • Quality Assurance: Monitoring random reviews and customer support emails to improve quality, minimize errors and track operative performance. Mystery call reporting and analysis, recording statistics, user rates and performance levels of the center, and preparing reports. Handling complex customer complaints or enquiries, following up on all activities sent by self and sharing team workload, providing action plans to agents based on call findings, and maintaining up-to-date industry developments.
Job Requirements

To be successful in this role, the ideal candidate should have at least two years of work experience in customer services, preferably in a contact center environment. Fluency in speaking, reading and writing Portuguese language is essential, and Angolan or Portuguese nationality is preferred. Work experience in Angola is also highly valued.

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