Support Operations Manager

2 days ago


Nelspruit, Mpumalanga, South Africa Express Employment Professionals Full time

**Job Overview**

We are seeking a seasoned Support Operations Manager to join our team at Express Employment Professionals.

This is a unique opportunity to lead and optimize customer support operations, driving a positive customer experience and the overall success of our support team.

As a key member of our leadership team, you will be responsible for overseeing and managing a team of support agents, ensuring they are well-trained and motivated.

**Key Responsibilities**

  • Manage and lead a team of support agents, focusing on their growth and development.

**Performance Metrics and Monitoring**

  • Track key performance metrics, including response times and resolution rates, to ensure efficient support delivery.

**Quality Assurance and Improvement**

  • Implement and maintain quality standards for customer interactions, guaranteeing a high level of service.

**Workflow Optimization and Process Improvement**

  • Streamline processes to enhance efficiency and reduce customer wait times.

**Training and Development**

  • Provide ongoing training to support agents, keeping them updated on product knowledge and support techniques.

**Technology Management and Adoption**

  • Oversee the use of support tools and technologies to boost productivity and customer satisfaction.

**Customer Feedback Analysis and Action**

  • Analyze customer feedback to identify areas for improvement and implement strategies to enhance customer experience.

**Escalation Management and Resolution**

  • Effectively handle and resolve escalated issues, ensuring timely and satisfactory resolutions.

**Staffing and Resource Planning**

  • Manage staffing levels to meet demand, including scheduling and optimizing workforce resources.

**Reporting and Data-Driven Decision Making**

  • Generate reports on support performance and utilize data to inform decisions for continuous improvement.

**Communication and Team Collaboration**

  • Foster effective communication within the team and with other departments to ensure a cohesive approach to customer support.

**Salary Range:** $60,000 - $80,000 per year

**Location:** [Insert Location]



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