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Customer Service Operations Manager
1 week ago
Cog is a leading provider of outsourcing and offshoring consulting services, and we are looking for a skilled Operations Manager to join our team.
About the Role:- This position is responsible for providing frontline leadership support and management of call center operations.
- The successful candidate will be accountable for coordinating and addressing issues with related departments, analyzing and trends inquiry types to identify process improvement opportunities.
We are seeking a motivated individual with a strong background in customer service, preferably in the healthcare industry. The ideal candidate should have experience working with BPO healthcare tools and processes, as well as knowledge of call center performance metrics and measurements.
Responsibilities:- Ensuring excellent performance of customer service staff.
- Attaining performance measurements in relation to quality of service, ASA, AHT, reliability, availability, and attendance.
- Negotiating solutions and resolving conflicts.
