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Customer Service Operations Manager-mandarin Speaker
2 weeks ago
This includes managing a team of customer service representatives, ensuring operational efficiency, maintaining high quality standards, and meeting client performance metrics.
Key Responsibilities:
- Manage a team of customer service representatives, including hiring, training, scheduling, coaching and providing feedback
- Monitor customer service quality through call monitoring, scorecard reviews, and customer feedback analysis
- Ensure adherence to client requirements, policies, and service level agreements (SLAs)
- Identify areas for improvement and implement process optimization initiatives
- Manage operational costs and budgets related to customer service delivery
- Collaborate with client account managers to align service delivery with client expectations
- Analyze performance metrics (e.g., call handling time, first call resolution, customer satisfaction) and provide regular reports
- Develop and maintain training materials and knowledge bases for customer service staff
- Foster an environment of continuous improvement and employee engagement
Qualifications:
- Bachelor's degree in Business Administration, Operations Management or related field
- 5+ years of experience in managing customer service operations, preferably in a BPO environment
- Excellent leadership, coaching, and people management skills
- Strong analytical, problemsolving, and decisionmaking abilities
- Proficient with customer service software, reporting tools, and Microsoft Office suite
- Excellent verbal and written communication skills
- Outstanding organizational and multitasking capabilities
- Ability to work in a fastpaced, metricsdriven environment
Salary:
RM14, RM18,000.00 per month
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