Hiring Customer Success Operation Manager-Call Center (External Contract)

Requirements

• Lead and supervise a team of specialists, including Quality Assurance Specialists, Process Specialists, and Knowledge Trainers.
• Develop and implement a comprehensive quality assurance program to assess the performance of customer service representatives.
• Design and conduct regular evaluations and audits of customer interactions, including phone calls, emails, and chat sessions.
• Review and analyze customer feedback, surveys, and service metrics to identify trends and areas for improvement.
• Provide constructive feedback and coaching to customer service representatives to enhance their communication and problem-solving skills.
• Collaborate with the Process Specialists to identify process gaps and recommend improvements to streamline customer service operations and enhance efficiency.
• Work closely with the Knowledge Trainers to deliver training sessions and workshops on service quality improvement and knowledge enhancement.
• Ensure compliance with established service policies, procedures, and quality standards.
• Develop and maintain documentation of quality standards, guidelines, and best practices for customer service.
• Monitor and track key performance indicators (KPIs) related to customer service quality and report on performance to the Customer Service Manager.
• Conduct root cause analysis of customer complaints and implement corrective actions to prevent future issues.
• Stay up-to-date with industry trends, customer service best practices, and emerging technologies to continuously improve service quality.
• Collaborate with cross-functional teams to implement customer-centric strategies and initiatives.

Requirements

• Proven experience as a Customer Service Quality Manager or in a similar quality assurance role.
• Strong analytical and problem-solving skills with the ability to analyze data and extract valuable insights.
• Excellent communication and interpersonal skills to provide constructive feedback and collaborate with team members.
• Proficiency in using quality assurance tools and customer service software.
• Detail-oriented mindset with a focus on maintaining high-quality service standards.
• Strong project management and organizational skills to manage multiple quality improvement initiatives.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Customer-focused mindset with a passion for delivering exceptional service.
• Previous experience in customer service management or quality assurance is a plus.

Benefits

Job Location