On behalf of our multinational partner who is providing outstanding tele assistance service (handling only incoming calls) to their partners we are looking for an experienced leader to be their Customer Service Operation Manager.
When you would have the possibility to join company, you'll have the opportunity to create exceptional, really meaningful work with innovative team members by your side.
The successful candidate will manage a dedicated and friendly operation of app. 120 employee who are highly committed to contributing towards company’s mission to work together to transform lives.
As it is mentioned our partner is providing assistance / special service to their customer, but not in BPO or SSC environment.
Primary Responsibilities:
- Propose and establish new processes, tools, and/or automation to help our customers and internal teams operate more effectively
- Manage assigned team to deliver required SLA, KPI’s (6 Team Leader)
- Collaborate cross-functionally with various stakeholders
- Develop and implement processes and operational improvements considering the customer lifecycle in order to deliver a world-class experience
- Optimize support tools by analyzing workflows
- Investigate different customer-centric solutions and processes to contribute to best-in-class customer experiences
- Identify trends, areas of improvement, and bring solutions to the table
- Demonstrate high level of ownership and ability to execute complex assignments
- Resolve complex or unusual requests or problems that require a customized solution and response
- Continually improve the content and scope of the available resources for customer needs