Senior Customer Service Operations Manager

Rennar & Frais Consulting
  • Chennai
  • Confidential
  • 5-10 years
  • 16 Oct 2015

  • Operations, Customer Service

  • BPO/ ITES/ Call Centers
Job Description

The Sr. Customer Service Operations Manager is responsible for running the customer service operations team and driving improvements to the customer service experience. This includes, but is not limited to, overall hiring and management of the operational team, developing and executing training for our operational processes, measuring and driving performance improvements, and providing product and process feedback. You own the customer experience using data to recommend
changes in operational processes, customer service call scripts, and taking responsibility for customer satisfaction metrics by gathering data, reporting on the customer service business, understanding root cause of customer issues and working with the product teams to make changes to the product to
better serve our customers.

As a Sr. Customer Service Operations Manager You are Directly Accountable for:
Driving the overall productivity of the Chennai Customer Service Team (# of tasks completed per hour, # of orders scheduled/created, etc.).
Responsible for the overall safety, quality, performance, and customer experience of operations.
Developing and executing training programs to the team to ensure 100% compliance to SOPs.
Developing escalation processes and working with the US product and operation teams to ensure escalations are handled quickly and efficiently.
Auditing and scoring every team members work weekly and providing coaching and feedback t o the team.
Developing strong leaders across the team who can become shift leads.
Hiring new team members including posting of jobs, writing job descriptions, interviewing, and working with external agencies to find candidates.
Developing metrics to measure customer support effectiveness and driving measurable improvements month over month.
Developing and tracking metrics to drive root cause analysis and provide input to product requirements changes in order to improve customer service quality, including a report on top customer pain points each month.
Maintaining a staffing plan, scheduling shifts, and ensuring there is appropriate coverage to meet our goals.
Driving and implementing quality initiatives, process change initiatives, and other Change/Six Sigma efforts.
10+ years direct management experience, including a salaried workforce, in a customer service department.
Experience managing and training customer service employees who support United States based customers.
Must have top-of-the-line experience in Kaizen or Operational Excellence Training.
Experience developing and executing customer service employee training and onboarding programs.
Experience with performance metrics, process improvement, and Lean techniques.
Excellent verbal and written English skills.
Demonstrated commitment to high quality customer service
Demonstrated problem solving skills coupled with the ability to remain solution-oriented at all times.
Strong organizational and time management skills.
Strong excel skills
Candidates must be flexible to work a variety of hours as business demands, including overnight, weekends, and holidays.
Experience with case management systems and optimization of those systems.
Ability to handle changing priorities and use good judgment in stressful situations. 

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Rennar & Frais Consulting