We are seeking an experienced and results-driven Customer Service
Operations Manager to oversee and enhance the day-to-day operations of
our customer service department. This role is responsible for ensuring an
excellent customer experience through efficient processes, high-performing
teams, and strong alignment with business goals. The ideal candidate is both
people-focused and process-driven, with a proven ability to lead teams,
manage KPIs, and implement service improvement strategies.

Key Responsibilities:
? Lead, coach, and develop a team of customer service supervisors,
team leads, and representatives to deliver exceptional service.
? Monitor daily operations and implement strategies to improve service
levels, customer satisfaction (CSAT), and other key performance
indicators (KPIs).
? Develop and refine customer service policies, procedures, and
standards.
? Analyze customer feedback, call metrics, and service trends to identify
areas for improvement.
? Collaborate cross-functionally with Sales, Product, IT, and Logistics to
ensure seamless customer experiences.
? Manage workforce planning, including forecasting, scheduling, and
resource allocation.
? Drive continuous improvement initiatives using data and customer
insights (e.g., lean or Six Sigma methodologies).
? Oversee the implementation and optimization of customer service
tools and technologies (e.g., CRM, helpdesk software).