Client Service Operations Manager

hace 1 mes


Xico, México Percepta International A tiempo completo

Percepta International Job Opportunity

About Percepta

We strive to deliver exceptional customer service across our supported markets at Percepta International.

Job Summary

The Client Service Operations Manager will be responsible for overseeing client Customer service teams and providing support for operational initiatives. This includes identifying process improvement opportunities, analyzing call and escalation data, identifying workforce gaps, and presenting recommended action plans to the Operations Manager based on research performed.

This role also involves partnering with Customer Care Representatives to ensure high levels of customer satisfaction for assigned programs and assisting representatives with escalated customer calls by providing guidance and assistance as needed.

Main Responsibilities

- Service Level Monitoring: Ensure Lead CSR, CSRs, and Concierge team members are properly supporting the program.

- Schedule Adherence Management: Monitor schedule adherence and identify opportunities for improvement.

- Customer Handling Process Management: Manage customer handling (call flow) processes.

- Business Partner Interaction: Attend Business Partner meetings to resolve issues and discuss program changes and enhancements.

Requirements

- High School Diploma or equivalent

- 3-5 years of Customer Call Center experience with 1 year of call center supervisor experience required

- Experience in managing and coaching others and improving performance

- Through understanding of contact center technologies, customer tracking systems, and their respective reporting systems is preferred

Compensation Package

The estimated annual salary range for this position is $75,000-$95,000, depending on qualifications and location.



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