Customer Service Manager

Job Description

●       Develop and implement strategies to optimize costs by reducing the customer contact rate in the customer service department

●       Identify and address root causes of customer contacts by directly working on problem areas, rather than following routine tasks

●       Increase agent occupancy by streamlining workflows, optimizing task assignments, and improving scheduling processes.

●       Analyze operational waste and implement initiatives to minimize inefficiencies, reduce manual work, and improve overall productivity.

●       Challenge existing processes, identify redundant and repetitive tasks, and implement changes to eliminate them.

●       Drive digitization initiatives to automate manual processes and improve efficiency through the use of technology.

●       Collaborate with cross-functional teams to identify opportunities for process improvement and implement solutions that enhance the customer service experience.

●       Utilize data-driven insights to identify trends, performance gaps, and opportunities for improvement in customer service operations.

●       Develop and maintain comprehensive reports and dashboards to track key performance metrics and provide visibility into operational performance.

●       Stay updated with the latest industry trends, best practices, and emerging technologies related to customer service operations and project management