Senior Group Manager - Operations
Senior Group Manager - Operations
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Job Description
This role is to actively manage lead innovate motivate and develop a large team of Specialists. engaged in customer service for a fast growing fintech company.The role is involved in developing systems processes and team members & leaders to achieve superior levels of service.Responsibilities: Drive individual and team goals including but not limited to service levels productivity CSAT escalation rates and error rates. Proactively communicate with Client on important matters Preparing and presenting in internal and client facing business reviews Partner with training and quality to ensure training and refresher training needs are identified and delivered. Building mechanisms to scale and grow the business by delivering results Provide support to the team at all times including the handling of user inquiries. Facilitate regular Team meetings to ensure updates are delivered consistently and staff have an input into daytoday operations. Work with RTAs to ensure queues are healthy and staffed appropriately. Any additional responsibilities as business needs dictate.
Qualifications :
Language Proficiency in all supported languages: CEFR C2 level mastery or equivalent SVAR score of 78 will be required as prescribed under the common global scale framework. Proficiency in technical support for cloud based productivity tools as demonstrated by prior work experience. Strong customer focus with superior written and verbal communication skills. Ability to work under pressure in a faced paced environment with limited structure. External candidates (not promoted within the Stripe account) require 2 years of prior team management experience in a BPO contact center. Internal candidates must have a proven record of successful performance on the Stripe account.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
