Customer Support Senior Operations Manager (Zenni)

Customer Support Sr Operations Manager COE Manila, Philippines

Description

The Customer Support Sr Operations Manager has a critical role on Zenni's award-winning Customer Support team. With your functional expertise in support operations and management, you will be overseeing 10-12 Team Leads. This role will be responsible for overseeing and enhancing the quality and efficiency of our customer service operations. This role reports to the COE Director of Customer Operations.

Requirements

Lead and manage a team of Team Leads, providing guidance, coaching, and implementing performance management strategies

Ensure prompt and effective resolution of customer complaints and issues

Monitor and analyze customer service metrics to identify areas for improvement, and proactively implement solutions to enhance customer satisfaction

Deliver exceptional customer service to all customer segments, including B2C and B2B

Track, report, and present regularly customer trend statistics and KPIs to measure performance

Collaborate regularly with internal teams to review open support issues and escalate issues to stakeholders when necessary

Help define the Escalation Management strategy, partnering with a broad range of leaders across the Company

Drive critical customer escalations towards resolution through your team or directly engaging with customers

What skills do you need?

Demonstrated track record of effectively leading and managing teams in a contact center environment

Proven track record of success in improving contact center efficiency, performance, and customer satisfaction

Experience influencing senior management and setting expectations for major cross-functional initiatives

Excellent communication skills for effective collaboration across departments and with various stakeholders

Ability to effectively manage multiple priorities, delegate tasks, and work independently

Ability to trouble-shoot problem areas and recommend and develop effective system and process improvements

Ability to work effectively under pressure and meet deadlines