Description
The Customer Service Operations Manager will own and lead a customer service operation, ensuring KPI, SLA, quality, customer experience, and business objectives are met. The role monitors operations, identifies risks and deviations, drives corrective and continuous improvement, resolves incidents and escalations, and manages relationships with BPOs, agents, internal customers, sponsors, and other company areas. The position requires a bachelor's degree in business, economics, Actuarial Science, or Engineering, intermediate English, and 8 years of relevant professional experience, including customer service or service delivery operations, BPO or vendor management, contact center operations, service metrics, data analysis, forecasting, staffing, scheduling, and quality improvement.
