The Role
The Manager ensures high service standards are delivered through effective resource management, oversees performance metrics like CSAT, leads teams, and develops operational policies.
Summary Generated by Built In
Roles and Responsibilities
- Making sure that a high standard of service is delivered to customers through the effective and efficient use of staff and other resources.
- Putting in place effective customer service that promotes customer satisfaction.
- Ensure customer service agents have the required skills and ability to respond to calls for support, inquiries from customers, and other customer-related problems when complaints are lodged.
- Creates different strategies on how a certain program can maintain their CSAT scores
- Manages and monitors CSAT scores
- Provides reporting and coaching sessions to better hit CSAT scores
- Conducts root cause analysis for CSAT data
- Management, and supervision of agents.
- Responsible for the provision of reports concerning the performance of the various sections of the accounts.
- Provide inspired leadership for the organization.
- Make important policy, planning, and strategy decisions.
- Develop, implement, and review operational policies and procedures.
- Assist HR with recruiting when necessary.
- Help promote a company culture that encourages top performance and high morale.
- Oversee budgeting, reporting, planning, and auditing.
Requirements
Skills and Qualifications
- A/BS degree or equivalent practical experience in account management
- At least 3 years of Operations Manager experience, required
- With CSR inbound and outbound BPO background
- Strong analytical, problem solving, and general troubleshooting skills
- Ability to communicate technical issues in non-technical terms
- Provide customer and technical support to customers through inbound phone, chat, and email requests
- Independently identify, troubleshoot, document, categorize and replicate customer problems and then escalate complex problems according to defined escalation procedures
- Strong leadership skills for driving excellence
- Analytical & numerical skills
- Decision-making & problem solving with good insight into numbers
- Experience in initiating and driving automation projects
- Excellent communicator
Skills Required
- Bachelor's degree or equivalent practical experience in account management
- At least 3 years of Operations Manager experience
- CSR inbound and outbound BPO background
- Strong analytical, problem solving, and general troubleshooting skills
- Ability to communicate technical issues in non-technical terms
- Experience in initiating and driving automation projects
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The Company
What We Do
OP360 is a US-headquartered BPO provider offering intelligent customer experience and outsourcing solutions. They partner with ambitious global brands to make scaling easy, specializing in customer support, back-office operations, and AI services across diverse industries.
