Description
The Customer Service Operations Manager is responsible for overseeing the performance, quality, customer experience, KPIs, SLAs, and business objectives of a customer service operation. The role monitors operations, identifies risks and deviations, leads corrective and continuous improvement actions, resolves escalations, and manages relationships with BPOs, agents, internal customers, sponsors, and other company areas. The position requires a bachelor's degree in a relevant field, intermediate English, and 2–3 years of experience in customer service, contact center, BPO, or service delivery operations, including vendor management, service indicators, data analysis, forecasting, staffing, scheduling, quality, and problem-solving methodologies.
