Customer Service Manager

Key Responsibilities:

• Develop service strategies and policies by establishing operational plans and departmental KPIs aligned with business objectives and the organization's strategic direction.
• Manage Contact Center operations to achieve service KPIs, customer satisfaction targets, and business objectives.
• Drive service excellence by continuously improving customer experience, service quality, and operational performance.
• Develop, coach, and motivate high-performing customer service teams to deliver exceptional service outcomes.
• Monitor and analyze operational performance metrics, identify trends, and implement improvement initiatives.
• Optimize customer service processes, workflows, and resource utilization to enhance efficiency and productivity.
• Lead customer service transformation projects, including CRM enhancement, AI Chatbot, Voicebot, and Omnichannel initiatives.
• Collaborate with cross-functional stakeholders to support strategic business objectives and resolve operational challenges.
• Establish, maintain, and continuously improve service quality standards, policies, and operational procedures.
• Utilize customer insights and performance data to drive service innovation and improve the overall customer journey.
• Ensure compliance with company policies, service standards, and regulatory requirements.

Qualifications:

• Bachelor's degree or higher in Business Administration, Marketing, Information Technology, Management, or a related field.
• Minimum 5 years of experience in Customer Service, Contact Center Operations, Branch Operations, or related service management functions.
• Proven experience in managing and developing customer service teams.
• Strong knowledge of Contact Center operations, KPI management, workforce performance, and service quality standards.
• Experience working with CRM platforms and digital customer service solutions.
• Strong analytical, problem-solving, communication, and stakeholder management skills.
• Demonstrated leadership capability with the ability to lead change and drive performance improvement.
• Good command of English, both written and spoken.