Exceptional Customer Service Delivery Specialist
1 day ago
Customer Service Operations Manager
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- The Customer Service Operations Manager will oversee the delivery of exceptional customer service, focusing on employee performance, customer relationships, and team dynamics. This role is responsible for developing training programs, ensuring the right resources are in place, and promoting a customer-centric culture.">
Duties include:
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- Developing and implementing training programs to enhance agents' skills and customer service techniques.">
- Collaborating with leadership to ensure the recruitment, onboarding, and retention of high-performing customer support agents.">
- Monitoring performance metrics and identifying trends to guide professional development initiatives.">
- Managing performance reviews, setting clear goals for team members, and providing feedback to ensure continuous improvement.">
- Fostering a positive and supportive team environment, ensuring employees feel motivated, valued, and recognized.">
- Organizing coaching and workshops to improve team performance.">
Requirements:
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- At least 5 years of experience in customer service management within a service-oriented industry, preferably in e-commerce or logistics, with direct experience working with Western companies.">
- Experience managing multiple teams, with strong leadership and mentoring skills.">
- Excellent communication and interpersonal skills.">
- Ability to work cross-functionally with operations and leadership teams.">
- Strong organizational and time management skills.">
- Experience with performance management, feedback, and employee development.">
- Proficiency in Zendesk and CRM systems is preferred.">
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