
Senior Customer Service Operations Manager
2 weeks ago
Job Description
Key Responsibilities:- Supervise customer service teams to ensure all service levels and key performance indicators are met.
- Manage daily operations, planning, assigning, and directing work to optimize team performance.
- BUILD STRONG RELATIONSHIPS WITH KEY STAKEHOLDERS TO DRIVE BUSINESS RESULTS.
- Proactively manage the Order to Cash process to minimize delays and maximize customer satisfaction.
- Evaluate agent call quality performance and provide coaching to improve skills.
- Assist in resolving customer escalations and develop strategies to prevent future issues.
- Hire, train, evaluate, coach, and develop staff to enhance team capabilities.
- Analyze operational processes and implement improvements to increase efficiency and effectiveness.
- Liaise with other departments to resolve order status, product, production, delivery, and billing inquiries.
Required Skills:
- Strong leadership and communication skills.
- Ability to analyze complex data and make informed decisions.
- Experience in customer service management.
- Excellent problem-solving and conflict resolution skills.
Benefits:
- Opportunity to work in a dynamic and fast-paced environment.
- Competitive salary and benefits package.
- Professional development opportunities.
Other Details:
- Perform other assignments as required/assigned.
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