Customer Service Operations Manager

2 meses atrás

São Paulo, São Paulo, Brasil Grupo Hub Tempo inteiro
Job Title: Customer Service Operations Manager

The Customer Service Operations Manager is a key role within Grupo Hub, responsible for planning and coordinating the execution of the Real Time Adherence department for the Service Performance and Customer Support teams across multiple sites. This position plays a critical role in creating high engagement in all channels and driving support-related KPIs and metrics.

Responsibilities:
  • Ensure the CS team is utilizing all available tools to oversee real-time global queues and workloads, ensuring optimal performance to attain service levels.
  • Attend business reviews and share insights with BPO teams.
  • Analyze contact center volumes, discern patterns, and communicate findings - Report on vital statistics such as service levels, KPIs, and adherence metrics, as well as owning the Incident Management reporting process.
  • Gather and analyze contact volume trends and communicate requirements to relevant stakeholders.
  • Provide guidance and direction intraday to internal Teams. Assist in the business and personal development of the Team.
  • Ensure that customer support routing and support strategies are completed as per plan and all the relevant stakeholders are aware of the volumes, performance, issues, and outcomes.
  • Own and manage the Incident Management communications process and associated reporting. Identify customer touchpoints within workflows to ensure that the right actions and communications are implemented.
  • Ensure the delivery of regular reporting to senior stakeholders on the success of Internal stakeholders and BPO partners performance, demonstrating a deep understanding of customer motivation.
Requirements:
  • Relevant work experience in a Customer Service/Support Manager role, ranging from 7-10 years managing a team of Supervisors, Team Leads, and Analysts in a multi-site, multi-language, high-volume environment.
  • A bachelor's degree in business administration, management, finance, statistics, mathematics, or a related field. A master's degree in business administration (MBA) or a specialized field related to workforce management can be advantageous.
  • Strong analytical skills to interpret data, identify trends, and make data-driven decisions.
  • Advanced proficiency in Excel and other data analysis tools to create reports and forecasts.
  • Understanding of statistical methods and their application in trending, forecasting, and scheduling.
  • Solid experience in implementing, driving, and managing complex multi-channel reporting and adherence strategies.
  • Strong organizational skills to manage multiple tasks and projects simultaneously.
  • Ability to identify problems quickly and develop effective solutions.
  • Strong proficiency in data tools: MS Office, SQL, or Python.
  • Proficiency in other RTA/WFM and CRM tools: specifically, Zendesk, Jira, and Power BI would be an asset.
  • Exceptional stakeholder management and collaboration skills.
  • Six Sigma or Project Management experience with process improvement methodologies that can help streamline workforce management processes, would be an asset.
  • Fluent English.

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