Job Details

Experience Needed:5 To 10 Years

Career Level:Manager

Education Level:Not Specified

Salary:Confidential

Job Categories:

• Administration
• Customer Service/Support

Skills And Tools:

Customer Service ManagementTeam LeadershipConflict ResolutionCRM SoftwareProcess ImprovementProblem Solving

Job Description

Key Responsibilities

• Establish and manage effective customer loyalty programs.
• Maintain and grow department revenue.
• Ensure all teams and sub-departments receive proficient training.
• Continuously develop team members through coaching and one-on-one sessions.
• Foster a healthy and motivating work environment.
• Implement corrective actions to meet operational performance goals.
• Provide guidance and support to direct reports.
• Analyze and maintain customer Service Level Agreements (SLAs).
• Ensure alignment with other departments for smooth workflow and organizational goals.
• Take ownership of escalations and follow up to resolution.
• Participate in cross-functional meetings to share insights and improve customer service quality.
• Analyze statistics and data to monitor service performance (AHT, RTA, Abandoned Calls %).
• Create or improve Standard Operating Procedures (SOPs) for each line of business within the department.
• Plan department headcount to ensure optimal seat utilization.
• Follow up on overall stock of each branch.
• Monitor team adherence, attendance, and performance.
• Conduct regular team meetings to review performance and provide feedback.
• Perform any other tasks as required by management.

Job Requirements

Knowledge & Experience

• Bachelor’s degree in any field.
• 5–10 years of proven experience in a customer service managerial role.
• Good understanding of management practices and techniques.
• Proficiency in Microsoft Office.
• Excellent command of English (written and verbal).

Skills

• Strong leadership and team management capabilities.
• Excellent interpersonal, communication, negotiation, and presentation skills.
• Effective decision-making and problem-solving skills.
• Advanced analytical and strategic thinking abilities.
• Strong time management and delegation skills.
• Ability to develop and execute operational strategies.

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