
Customer Service Manager
15 hours ago
Job Overview
">We are seeking a skilled Customer Service Manager to lead our call center operations and ensure exceptional customer service delivery. As a key member of our team, you will be responsible for driving performance improvements, managing a team of customer service representatives, and contributing to our mission of exceeding client expectations.
Key Responsibilities:
- Lead, motivate, and mentor a team of customer service representatives, fostering a positive and high-performance work environment.
- Monitor and assess team performance, ensuring adherence to key performance indicators (KPIs) and service level agreements (SLAs).
- Implement and maintain quality assurance processes to ensure consistently high-quality interactions with customers.
- Identify training needs, provide coaching and guidance to team members, and facilitate continuous skill development.
- Optimize call center operations to meet and exceed client expectations while managing resource allocation effectively.
- Build and maintain strong relationships with clients, understanding their unique requirements and proactively addressing concerns.
- Generate and analyze reports on call center performance, identifying trends and areas for improvement.
- Ensure that the call center operates in compliance with industry regulations and company policies.
Requirements:
- Bachelor's degree in business, communication, or a related field preferred.
- Proven experience as a Call Center Supervisor, ideally with exposure to USA, UK, and Western markets.
- Strong fluency in English.
- Strong leadership and people management skills.
- Excellent communication and interpersonal abilities.
- Analytical mindset with a focus on performance metrics.
- Experience with call center software and technology.
- Client-focused and committed to delivering exceptional service.
- Flexibility to work in shifts as required.
What We Offer:
- Competitive salary and performance-based bonuses.
- Opportunities for career advancement.
- A supportive and collaborative work culture.
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