Customer Service Operations Manager

iContact BPO is seeking a highly skilled Customer Service Operations Manager to oversee and optimize our customer service operations. If you have more than 3 years of experience in an operations manager role and a passion for driving efficiency and service excellence, we want you to join our team!

Key Responsibilities:

Manage daily customer service operations to ensure a seamless and efficient workflow

Oversee the performance of customer service teams, ensuring targets and KPIs are met

Implement strategies to improve customer satisfaction and operational efficiency

Develop and mentor team leaders and agents to reach their full potential

Analyze operational data and create reports for senior management

Collaborate with various departments to optimize resources and improve processes

Qualifications:

More than 3 years of experience as an Operations Manager or in a similar leadership role

Proven track record in managing customer service operations

Strong leadership, communication, and problem-solving skills

Ability to drive performance improvements and handle complex operational challenges

Experience with team development and performance management

Strong analytical skills with the ability to work with data and metrics