Customer Service Team Lead
7 days ago
AireSpring is a leading provider of Cloud Communications, Managed Connectivity, and Managed Security. We have earned our reputation by delivering an award-winning customer experience that far exceeds industry standards.
We aim to delight our customers and partners by providing personalized, outstanding service. Our mission is to help our clients connect and communicate easily.
As the trusted provider to over 22,000 enterprise locations worldwide, we built a solid reputation of integrity, reliability, and dependability with our channel partners, end-user customers, and technology partners.
We have received more than 100 coveted industry awards including "Product of the Year- SD-WAN and UCaaS", "Excellence in Customer Service", "Unified Communications Excellence", "Best in Show," "Best Telecom Deal" and "Top Channel Program".
Job OverviewWe are seeking a highly skilled Care Manager – Service Assurance to lead and oversee all aspects of our customer service operations. This role requires a hands-on leader with BPO experience, call center expertise, and strong managerial skills to drive service excellence and operational efficiency.
Key Responsibilities:- Customer Service Management: Oversee all customer service functions, ensuring high-quality service delivery.
- Call Center Operations: Manage inbound and outbound call operations, ensuring optimal performance in line with key metrics such as Average Talk Time (ATT) and Average Time to Pick Up (ATPU).
- Service Management: Monitor and improve customer interactions through IVR/ACD systems, ensuring an efficient call flow.
- Billing & Analytics: Supervise billing operations, analyze trends, and optimize service processes.
- Team Leadership: Directly manage a team of 10 or more customer service professionals, providing mentorship and performance management.
- Scheduling & Time Management: Develop and maintain efficient schedules, ensuring coverage, non-overlapping shifts, and vacation management.
- Performance Metrics & Reporting: Track and analyze call center statistics to optimize team performance.
- Maintain SOC2 security requirements as needed.
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