What you’ll Do:

  • Provide strong leadership, vision, insight, motivation and goals to developing Customer Service/Support best practices
  • Create and develop team SOP and ensure the well execution for business operation
  • Manage the development and implementation of operational strategies for Customer Support Management
  • Manage team shift managements both internal and outsourced staff to align with servicing FTEs
  • Weekly and Monthly monitor resources FTEs and create job rotation, resources allocation plan
  • Provide management reports both voices and non-voices services and analyze the data and suggest the action plans to managements
  • Ensure smooth running of daily processes to meet service commitment levels
  • Cost management and utilizations for department's highest efficientcy and being as lean as possible
  • Ensure that all subordinates are working effectively and following all technical and company service processes as well as ensure that proper notification/ escalation of service activities are followed as related by company policies and partner requirements
  • Manage, train and coach Customer Support Team member and monitor staff’s performance according to established monitoring standards

What you’ll Need:

  • 5 year’s work experience in customer service, customer experience, operations or a related field. 3 years of people management experience is preferred.
  • Excellent analytical and math skills.
  • Passionate about the customer and curious about customer behavior.
  • Proven ability to build relationships, facilitate and negotiate across an organization.
  • Strong background in customer research and analytics techniques, customer strategy, process improvement and performance management.