Manager - Customer Service - BPOKPO
Manager - Customer Service - BPOKPO
Posted on :
27-09-2024
Employer Active
1 Vacancy
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Job Description
Overview:
The Manager Customer Service BPO/KPO plays a crucial role in overseeing the customer service operations within the Business Process Outsourcing (BPO) or Knowledge Process Outsourcing (KPO) organization. They are responsible for ensuring highquality service delivery maintaining customer satisfaction and driving operational efficiency.
Key Responsibilities:
- Lead and manage the customer service team to achieve performance targets and KPIs
- Design and implement strategies to improve customer service processes and procedures
- Oversee the resolution of complex customer issues and escalations
- Develop and maintain customer service standards policies and procedures
- Conduct regular performance evaluations and provide coaching and feedback to team members
- Collaborate with other departments to ensure seamless customer experience
- Analyze customer service data to identify trends and areas for improvement
- Ensure compliance with industry regulations and company policies
- Manage customer service budgets and resources effectively
- Provide leadership and direction to the customer service team
- Participate in the recruitment and onboarding of new team members
- Contribute to the development of customer service training programs
- Stay updated on industry best practices and emerging technologies
- Handle customer escalations and complaints professionally and efficiently
Required Qualifications:
- Bachelors degree in Business Administration or related field
- Proven experience in a customer service management role within a BPO/KPO environment
- Demonstrated leadership and team management skills
- Strong knowledge of customer service principles and practices
- Excellent problemsolving and decisionmaking abilities
- Exceptional communication and interpersonal skills
- Ability to analyze data and generate actionable insights
- Proficiency in customer service software and tools
- Understanding of industry regulations and compliance requirements
- Track record of achieving and exceeding customer service targets
- Certification in customer service management is a plus
- Ability to work effectively in a fastpaced and dynamic environment
- Strong organizational and time management skills
- Commitment to continuous learning and improvement
performance evaluation,strategic planning,customer satisfaction,management,operational efficiency,customer,problem-solving,communication,leadership,budget management,management skills,data analysis,team management,customer service,data,communication skills,decision-making,coaching,customer service management,compliance,outsourcing,continuous learning,recruitment,customer service software,time management,industry regulations,bpo
Employment Type
Full Time
Key Skills
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