Oversee day-to-day operations of the customer service team, ensuring service level agreements (SLAs) and key performance indicators (KPIs) are met or exceeded.
Develop and implement strategic initiatives to improve operational efficiency, customer satisfaction, and overall performance.
Manage and mentor a team of operations managers, supervisors, and customer service representatives to enhance performance and professional growth.
Collaborate with clients to understand their business needs, provide insights, and ensure high-quality service delivery.
Drive continuous process improvements, leveraging data analytics and industry best practices.
Monitor and analyze operational data to identify trends, opportunities, and areas for optimization.
Ensure compliance with company policies, indust...