Customer Service Operations Manager
2 days ago
As a key member of our team, you will play a vital role in driving the strategic direction of our call centre operations. With a strong focus on delivering exceptional customer experiences, you will be responsible for developing and implementing strategies to improve operational efficiency, enhance customer satisfaction, and drive business growth.
Main Responsibilities:
- Develop and implement call centre operational strategies that align with our business objectives.
- Lead a high-performing team of customer service professionals, providing coaching, mentoring, and training to ensure they have the skills and knowledge needed to deliver exceptional customer experiences.
- Analyse data and trends to identify opportunities for improvement and develop targeted solutions to address these issues.
- Collaborate with cross-functional teams to ensure seamless integration of call centre operations with other business functions.
- Stay up-to-date with industry trends and best practices, applying this knowledge to continuously improve our call centre operations and customer experiences.
About You
To succeed in this role, you will need:
- A minimum of 15 years of relevant experience in call centre management or a related field.
- Strong leadership and people management skills, with the ability to motivate and inspire a high-performing team.
- Excellent analytical and problem-solving skills, with the ability to interpret complex data and develop targeted solutions.
- Strong communication and interpersonal skills, with the ability to build effective relationships with stakeholders at all levels.
- A Bachelor's degree in a related field, such as business administration or a related discipline.
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