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Senior Manager Customer Service

1 week ago

Johor Bahru, Johor, Malaysia Castlery Full time

**Key Responsibilities:**

As a Senior Manager, CX Operations at Castlery, your key responsibilities will include:

  • Leading the overall operations of the customer experience team to ensure alignment with company goals.
  • Developing accurate forecasts and budgets for the CX team to ensure optimal resource allocation and financial performance.
  • Maintaining efficient operation costs.
  • Recruiting and managing a high-performing team of CX professionals, both in-house and outsourced.
  • Regularly reviewing performance metrics and standards for continuous improvements.
  • Fostering a positive and engaging work environment that promotes employee satisfaction, customer centricity, and retention.
  • Planning and managing the CX team's capacity to meet seasonal fluctuations in demand and accommodate new business requirements.
  • Ensuring seamless on-boarding and training.
  • Overseeing quality assurance measures to ensure that the CX team consistently delivers high-quality service.
  • Identifying opportunities and advocating for system or process improvements that support the team's strategy and the needs of the customer.
  • Aligning the team with company goals and changes and fostering a culture of transparency and open communication to engage the team in the process.

We are looking for a highly skilled professional with a proven track record in managing large customer service / call center teams that support global markets, both in-house and outsourced. You should possess a deep understanding of customer service metrics, customer relationship management (CRM), call center technologies, and performance KPIs. A data-driven mindset with the ability to analyze metrics and implement improvement plans is essential for this role.