Customer Service Operations Manager
3 hours ago
We are seeking a highly motivated and experienced Customer Service Operations Manager to oversee our customer service operations at Afrihost Home Connect. The ideal candidate will be responsible for managing a team of customer service representatives, ensuring efficiency, productivity, and customer satisfaction.
Key Responsibilities:
- Manage day-to-day operations of the contact centre, including performance monitoring and analysis.
- Develop and implement strategies to improve efficiency and customer service quality, ensuring compliance with company policies and procedures.
- Set performance goals for the team and individual representatives, providing constructive feedback to improve performance.
- Handle escalated customer complaints and issues, ensuring timely resolution and customer satisfaction.
- Collaborate with other departments to optimize customer service delivery and improve overall customer experience.
Requirements:
- Proven experience as a Customer Service Operations Manager or similar role in a fast-paced environment, with a minimum of 3 years experience.
- Strong leadership and managerial skills, with the ability to motivate and coach a team towards achieving goals.
- Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.
- Ability to analyze data and make informed decisions to drive business outcomes.
- Knowledge of performance evaluation and customer service metrics, with the ability to develop and implement effective metrics and reporting.
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