Senior Customer Service Operations Manager

7 days ago

Islamabad, Islamabad, Pakistan beBeeCustomer Full time 800,000 - 1,200,000
Job Title: Senior Customer Service Operations Manager
The Senior Customer Service Operations Manager plays a pivotal role in overseeing the day-to-day operations of the customer service team. This position requires a high degree of organizational and leadership skills to ensure seamless communication between team members and other departments.
Key Responsibilities:
  1. Develop and implement effective strategies to improve customer satisfaction and reduce call abandonment rates.
  2. Collaborate with team members to identify areas for improvement and develop action plans to address these issues.
  3. Provide coaching and training to customer service representatives to enhance their skills and knowledge.
  4. Monitor and analyze key performance indicators (KPIs) to assess team performance and make data-driven decisions.
  5. Maintain accurate records and reports to track team progress and identify areas for improvement.

Requirements:Education:
High school diploma or equivalent required; Bachelor's degree preferred

Skills:
Strong leadership and communication skills
Ability to analyze complex data and make informed decisions
Proficiency in Microsoft Office Suite, particularly Excel
Experience with customer relationship management (CRM) software
Excellent problem-solving and time management skills

Mathematical Skills:
Ability to perform basic math functions, including percentages and ratios
Understanding of statistical concepts and data analysis techniques

Information Technology and Services:
Familiarity with information technology systems and infrastructure
Knowledge of network protocols and security measures
Ability to troubleshoot technical issues and resolve problems efficiently
No company name or budget is mentioned in this job description.
The ideal candidate will possess excellent leadership and communication skills, with the ability to motivate and inspire team members to achieve exceptional results.
This role offers an opportunity to work in a fast-paced environment, where no two days are ever the same. If you are a strategic thinker with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.],

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