Job Summary:

The Customer Services Manager would be responsible for planning, strategies implementation and operations of our CS Department.

Managerial Responsibilities:

  • Oversees the daily workflow and schedules of the department.
  • Conducts performance evaluations that are timely and constructive.
  • Handles discipline and termination of employees in accordance with company policy.

Typical Day at work:

  • Ability to work towards strict targets
  • Assisting the Extended Management team in identifying trends and establishing call center goals.
  • Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
  • Ensure effective and consistent communications throughout the team
  • Embed a performance culture framework and review processes
  • Drive discipline and termination of employees in accordance with company policy
  • Communicates quality standard and parameters to Quality & Marketing team
  • Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.
  • Work with the SE and Marketing Teams to ensure the most effective resource plans are developed and achieved
  • Review management information and make suggestions, recommendations as to improvements across the contact center.

Education and Experience:

  • Master’s degree in IT, Business, Engineering, or related field.
  • 8-10 years of experience of Contact Center.
  • 3-5 Years in a Manager Role.