Customer Service Operations Manager
Há 5 dias
Job Summary
Michael Page is seeking a highly experienced Customer Service Operations Manager to join our team. In this role, you will be responsible for overseeing the management of local call centers and ensuring customer expectations are met.
About the Role
This is an exciting opportunity to work with a global leader in hearing care solutions and services. As a Customer Service Operations Manager, you will contribute to defining strategy and implementing operational dashboards to optimize internal KPIs.
Key Responsibilities
- Manage local call centers (outsourced) to ensure customer satisfaction and meet performance targets.
- Develop and implement operational dashboards to track interactions and key performance indicators.
- Collaborate with workforce planning teams to achieve agreed goals and objectives.
- Design and implement incentive schemes to motivate staff and improve performance.
- Drive the rollout and optimization of customer contact strategies.
- Configure dialing rules, scripts, campaigns, priorities, and messaging to improve efficiency and productivity.
- Work with call center providers to determine effective dialer setups and technical configurations.
Requirements
- A minimum of 4 years of experience in a similar position with proven experience in team management.
- Strong analytical skills, business acumen, and understanding of metrics, models, and systems.
- Excellent project management skills and fluency in English.
- Significant experience in digital tools and strategies is highly valued.
What We Offer
We offer a supportive and collaborative work culture, opportunities for continuous professional development and career progression, and a hybrid work model.
Salary Range
$80,000 - $110,000 per year, depending on experience and qualifications.
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