
Senior Customer Service Operations Specialist
2 days ago
We are seeking a skilled Call Center Manager to excel in a dynamic environment.
Key Responsibilities- Lead and motivate team members, providing guidance, training, and counseling to enhance their performance and prepare for succession.
- Maintain open and consistent communication throughout the team, foster feedback, and customer insight to drive exceptional customer experiences.
- Strive for regular target achievement while managing high volumes of inbound and outbound calls in a timely manner.
- Stay up-to-date with industry developments to deliver innovative solutions.
- Prioritize delivering customized, highest quality customer support that meets individual needs.
- Support senior-level staff in their roles, driving collaboration and knowledge-sharing.
- Conduct comprehensive assessments, reviews, and analyses to inform strategic decisions.
- Engage with various stakeholders, including supervisors, team leaders, operatives, and third parties, to gather insights and resolve complex issues.
- Evaluate and improve call quality, minimize errors, and track operative performance by monitoring random calls.
- Drive project implementation, providing data-driven analysis to inform stakeholder expectations.
- Ensure accurate recording of all conversations in our database, maintaining clarity and comprehensibility.
- A minimum of 7-8 years of experience in a similar capacity, preferably with international exposure.
- Proven track record in customer support and sales support roles.
- Exceptional telephone and interpersonal skills, including strong listening abilities.
- Familiarity with CRM systems and best practices.
- Ability to multitask, set goals, and manage resources efficiently to achieve desired outcomes.
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