Job Description

Job Description

Job Description

Job Summary:
In this role, you will be responsible for leading and continuously enhancing our customer and partner experience across global contact centers. As the Customer Service Manager, you'll leverage innovative methodologies, process improvements, and data insights to drive best-in-class service, while fostering a collaborative and positive work environment. You will oversee contact center functions, focusing on operational excellence and delivering world-class customer satisfaction.

• Set clear goals, coach, and develop team members to maximize engagement and performance.
• Foster a positive, team-oriented work environment to boost motivation and collaboration.
• Guide the team in handli8ng escalations and resolving complex customer issues.
• Monitor interactions to ensure quality and consistency across all channels.
• Lead projects to identify and eliminate customer pain points, improving overall experience.
• Collaborate with the training team to develop and deliver effective training programs.
• Utilize customer feedback to inform decisions and enhance service quality.
• Track and analyze KPIs such as response and resolution times, ensuring continuous improvement.
• Manage team schedules to ensure optimal coverage, especially during peak hours.
• Communicate departmental goals, performance expectations, and updates to the team.

• High School Diploma with 5-7 years of experience in customer service management; Bachelor’s degree preferred.
• 5+ years in contact center leadership, ideally in an outsourced environment.
• Proven experience in project management and process optimizations.
• Background in training and developing high-performing customer service teams.

• Strong leadership and team-building skills to inspire and drive performance.
• Excellent project management and organizational skills for handling multiple initiatives.
• Proficient in using customer insights and data analytics to inform strategic improvements.
• Effective communication and collaboration skills to work cross-functionally.
• Ability to adapt in a fast-paced environment and manage change directly.
• Experience with customer service platforms and process efficiency tools.

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