Manager Operation- Customer Service

Operations Management:

• Supervise and oversee daily operations of domestic processes to ensure smooth workflow.
• Monitor Key Performance Indicators (KPIs) such as Average Handle Time (AHT), Customer Satisfaction (CSAT), Service Level Agreement (SLA), and First Call Resolution (FCR).
• Develop and implement strategies for improving process efficiency and productivity.

Team Leadership:

• Manage, mentor, and motivate team leaders and agents to meet performance goals.
• Conduct regular performance evaluations, provide feedback, and address areas for improvement.
• Facilitate training and development programs to enhance the skills of team members.

Customer Service Excellence:

• Ensure superior customer service delivery to enhance client satisfaction and retention.
• Address and resolve customer escalations promptly and effectively.
• Work closely with clients to understand their needs and provide customized solutions.

Process Improvement:

• Identify process gaps and areas for improvement and develop actionable plans.
• Drive automation and innovation to enhance operational efficiency.
• Implement and maintain quality assurance standards.

Reporting and Analysis:

• Prepare and present performance reports to senior management and clients.
• Analyze trends, identify risks, and develop mitigation strategies.
• Ensure accurate documentation and compliance with operational policies.