Operations Manager
Posted on :
12-02-2024
Employer Active
1 Vacancy
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Job Description
Req ID : 2524255
- Assist in managing and mentoring a team of customer service representatives and supervisors to maintain a high-performance work environment.
- Work closely with the Head of Contact Center to implement strategies for delivering exceptional customer service experiences and meeting or exceeding KPIs and customer satisfaction goals.
- Supervise the daily operations of the contact center, including call handling, email support, live chat, and social media interactions.
- Collaborate with cross-functional teams to maintain a seamless customer experience across all touchpoints.
- Support training programs to enhance the skills and knowledge of customer service representatives, ensuring their ability to provide effective solutions.
- Assist in maintaining operational policies and procedures, ensuring compliance with company standards and local regulations.
- Contribute to workforce planning, scheduling, and resource allocation to meet customer demand and maintain service levels.
- Participate in initiatives to optimize customer interaction channels, enhance self-service options, and implement innovative solutions to improve customer engagement.
- Assist in addressing and resolving escalated customer issues and complaints.
- Stay updated on industry trends, customer preferences, and emerging technologies.
- Collaborate with the Head of Contact Center in preparing and presenting regular reports on contact center performance to senior management.
Employment Type
Full Time
Department / Functional Area
Key Skills
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