Customer Service Operations Manager

- Roles and Responsibilities:

• Manage all call center, operational teams
• Manage relationships with the vendors
• Introduce high tech highly satisfied customers service
• Maximize the use of AI and BOT features
• Responsible for achieving all operational KPIs in matters of (SLA, Quality,
• CSAT, Scheduling, Forecast Accuracy, Knowledge Training)
• Lead the team of Supervisors to achieve the KPIs
• Create needed operational reports
• Manage and own communication between call center operations and other teams
• Act as a problem solver to any Operational show stopper
• SPOC of Customer Service Operations with other departments inside the Company
• Spot gaps and drive actions to cover them with all the stakeholders
• Always look for new ways and tools to improve performance, increase customer satisfaction and reduce cost

- Goals:

• Achieve all Operational KPIs
• Develop challenging targets
• Make things happen