Senior Customer Service Operations Lead

3 days ago

Cebu City, Central Visayas, Philippines beBeeCustomerService Full time ₱2,500,000 - ₱3,500,000
Senior Customer Service Operations Lead

We are seeking an experienced Senior Customer Service Operations Lead to oversee the daily operations of our call center, ensuring exceptional customer service delivery. The ideal candidate will possess strong leadership and communication skills, as well as the ability to analyze data and make informed decisions.

Main Responsibilities:
  • Lead a team of representatives and supervisors, providing guidance and support to ensure seamless customer interactions.
  • Develop and implement effective policies and procedures for efficient call center operations, including quality control processes and performance metrics.
  • Analyze key performance indicators (KPIs) and make data-driven decisions to optimize customer satisfaction and agent productivity.
  • Provide regular feedback and coaching to improve performance, identify areas for improvement, and implement necessary changes.
  • Collaborate with other departments to resolve escalated customer issues, ensuring timely and effective resolution.

To succeed in this role, you will require 3-5 years of experience in call center management or a related field, excellent communication and interpersonal skills, and the ability to analyze data and make informed decisions.

The successful candidate will be highly organized, have excellent time management skills, and be able to multitask and prioritize tasks effectively.

Requirements:
  • 3-5 years of experience in call center management or a related field.
  • Excellent communication and interpersonal skills.
  • Ability to analyze data and make informed decisions.
  • Strong leadership and problem-solving skills.
  • Highly organized with excellent time management skills.

This is a challenging yet rewarding role that requires a unique blend of technical and soft skills. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer service, we encourage you to apply.

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