Customer Service Operations Manager

3 days ago

Islamabad, Islamabad, Pakistan beBee Careers Full time
Job Description

The Customer Service Operations Manager role is responsible for leading a team of specialists in providing 24x7 client communication and issue resolution.

Key Responsibilities:
  • Manage a team of client communication specialists in a 24/7 environment.
  • Develop and implement effective staff management strategies to ensure a client-focused and results-oriented team approach.
  • Determine training requirements to ensure current and proficient skill sets within the team.
  • Ensure consistent client-friendly communications are created and sent for technology issues that arise in the processing environment.
  • Oversee talent management, including succession planning, coaching for performance, and employee development.
  • Partner with client teams to understand client requirements and SLAs governing issue escalation and communication.
  • Collaborate with Operations leaders to understand client-driven process changes and future requests.
  • Escalate issues as needed while communicating status and risks to management.
  • Aid in ensuring consistency of messaging across all clients for any root cause analysis on production events and tracking completion of corrective action items.
Required Skills and Qualifications:
  • Bachelor's Degree (or higher preferred) or equivalent experience.
  • Strong technical understanding.
  • 5+ years managing teams.
  • 5+ years working in a contact center role.
  • Proven ability to manage and support off-hours work activities.
  • Demonstrable excellent English communication and interpersonal skills.
  • Ability to communicate effectively up and down the leadership chain.
  • Works well under pressure and has a strong sense of urgency.
  • Excellent analytical skills with ability to troubleshoot problems and find root causes.
  • Ability to adapt to changing situations with ease.
  • Team player with a strong desire to assist and share knowledge.
  • Proficient with Microsoft Office Suite (Word, Excel, PowerPoint).
  • Professional with the ability to handle confidential information.
  • Ability to work independently and as part of a team.
  • Ability to handle multiple tasks, prioritize, and meet deadlines.
  • Ability to work within a matrix organization.
  • Flexible schedule to work evenings and weekends, as needed; on-call availability required.

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