Customer Service Operations Manager

5 days ago

Mandaluyong City, National Capital Region, Philippines Private Advertiser Full time
Role Overview

We are seeking a highly skilled Customer Service Manager with a strong focus on driving customer satisfaction (CSAT) while optimizing operational efficiency. This role requires a strategic leader who can balance good customer service with cost-effective operations, streamline processes, and implement new tools and technologies if needed to enhance CSAT, FCR and AHT. The ideal candidate will bring a passion for continuous improvement, data-driven decision-making, and proactive problem-solving for customers and agents.

Key Responsibilities

  • Develop and implement strategies to improve Customer Service with BPO's focusing on quality while optimizing for cost efficiency.

  • Identify opportunities to reduce AHT without compromising service quality, ensuring faster response and resolution times.

  • Work closely with other teams to address recurring customer issues, offering insights for product, shipment or service improvements and deliver a solution.

  • Evaluate and recommend customer service tools and technologies (e.g., CRMs, helpdesk software, AI-powered chatbots) to enhance team efficiency and customer experience.

  • Continuously review, improve, and streamline customer service processes and workflows to enhance productivity and reduce bottlenecks.

  • Monitor and analyze customer service KPIs (CSAT, NPS, AHT, FCR, SLA) to identify trends, areas for improvement, and cost-saving opportunities.

  • Prepare and present regular performance reports to senior management, highlighting service successes and areas for strategic improvement.

  • Understand the agent journey and utilize their feedback and performance data to create action plans that directly impact service quality and efficiency

  • Lead and coach the operational manager customer service, fostering a culture of high performance and customer-centricity.

  • Set clear goals around KPI like CSAT, AHT and FCR to drive team performance.

Requirements:

  • Bachelor's degree in business administration, customer service management, or a related field.

  • 10+ years of experience in customer service management, with at least 5 years in a senior or supervisory role.

  • Strong leadership skills with the ability to manage, motivate, and develop a large team.

  • Proven experience developing and implementing customer service strategies.

  • Excellent communication and interpersonal abilities.

  • Proficiency in customer service software and CRM platforms.

  • Strong problem-solving and decision-making skills.

  • Ability to analyze data and make recommendations for improvements.

  • Experience working in a fast-paced and dynamic environment.

Preferred Qualifications:

  • Experience in ecommerce

  • Familiarity with customer service metrics and analytics tools.

  • Certification in customer service management or related professional certifications.

If you are a customer driven and detail-oriented individual with a passion for optimizing services and processes for customers and agents and you are aiming for exceptional customer experiences, we encourage you to apply for the position of Senior Customer Service Manager for our CX/CS Team. Please submit your resume and cover letter detailing your relevant experience.

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