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Customer Service Operations Manager

2 weeks ago

Kuala Lumpur, Malaysia 5CA Full time

**Impact**

You will lead multiple CS teams to ensure upkeep and improvement of SLA, supporting our people in their daily activities and optimizing results.

**Job**

We are looking for an experienced Operations Manager to take on the day-to-day Customer Service operations for one of our clients. You manage established CS teams and expand where needed. You bring people, processes and tools together in the best way possible, improving customer satisfaction and ensuring SLAs are met. Can you make it happen?

**Responsibilities**
- Lead & coach Team Lead(s) and Senior Agents
- Monitor and optimize a variety of Customer Service SLAs & KPI targets
- Create performance management structures to achieve the team’s success
- Act as the main point of contact for clients for operational matters, collaborate closely with account management
- Update clients on a regular basis about 5CA's support services through weekly meetings and monthly business reviews
- Continuously improve workflows and processes, liaise with internal departments like L&D and HR

**Requirements**:

- Minimum of 5 years in customer service, of which at least 3 year in a leadership role
- Thorough understanding of contact center KPIs and how to improve them
- Able to work under pressure in a dynamic work environment
- Leadership style: you lead by example
- Previous experience with Zendesk is a plus

**We offer**
- A salary matching market standards including secondary benefits and vacation days
- A fast-growing organization (double-digit growth) and an international, inclusive company culture
- Remote working opportunities, with flexible working hours.
- A talented and engaged workforce, working from home across the globe
- Continuous learning and plenty of opportunities for growth within your field of expertise

**About us**

5CA a remote-first CX company working with passionate agents from all around the world. Founded in 1998, we represent some of the biggest names in gaming and tech and level up their customer and player experience.

Our community is full of digital natives and gamers that troubleshoot with care for the brands they love, from home, in their languages. We work with people from all cultures and backgrounds, and champion diversity and inclusion in all that we do.