Customer Service Operations Manager
hace 4 días
Job Summary
At IBM, we're looking for a skilled professional to lead our customer service operations team. As a Customer Service Operations Manager, you'll be responsible for driving day-to-day service delivery, focusing on operational metrics and meeting critical quality parameters for process delivery.
Your Key Responsibilities
- Collaborate closely with clients and internal teams to efficiently plan and manage operational capacity.
- Identify and implement process improvement opportunities, prioritizing and driving transformation initiatives with the client and IBM team.
- Lead talent management efforts, including performance management, feedback, and training for team development.
- Regularly engage with the service operations team to drive process performance and implement improvement opportunities.
- Address escalations and high-priority requests, ensuring smooth operation.
Requirements
- Minimum of 4 years in a contact center specifically in customer service role.
- B2+ to C1 proficiency in English and native fluency in Spanish, both written and spoken.
- Ability to work in shifts to support hours of operation: Sunday through Saturday, 9am-11pm EST.
- Excellent communication skills, problem-solving ability, and a strong focus on delivering exceptional customer service.
- Relevant degree or equivalent experience in customer service or a related field.
Preferred Qualifications
- Preferably supporting clients with US operations (B2C).
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