Customer Service Operations Manager

2 weeks ago

Porac, Philippines beBeeCustomerService Full time ₱2,000,000 - ₱3,000,000
Job Overview

We are seeking a seasoned Customer Service Operations Manager to join our team. As a key member of the organization, you will be responsible for overseeing and enhancing customer service operations.

This role is focused on driving initiatives to improve employee performance, customer relationships, and team dynamics. You will work closely with leadership to ensure alignment between company objectives and the customer service team's approach.

The ideal candidate will have at least 5 years of proven experience in customer support management within a service-oriented industry, preferably in e-commerce or logistics. They will possess strong leadership and mentoring skills, with the ability to inspire and develop talent.

Key Responsibilities:

  • Develop and implement training programs that enhance agents' skills, product knowledge, and customer service techniques.
  • Collaborate with leadership to ensure the recruitment, onboarding, and retention of high-performing customer support agents.
  • Monitor performance metrics (e.g., customer satisfaction, issue resolution time) and identify trends to guide professional development initiatives.
  • Manage the performance review process, setting clear goals for team members and providing feedback to ensure continuous improvement.
  • Foster a positive and supportive team environment, ensuring employees feel motivated, valued, and recognized.

Requirements:

  • At least 5 years of proven experience in customer support management within a service-oriented industry.
  • Experience in 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.
  • Familiarity with customer service software and CRM systems.

Benefits:

This is a remote position, working flexible hours in a Work From Home set up. The schedule will be Monday - Friday, 10:00 PM to 7:00 AM.

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