Customer Service Operations Manager

Full Time, onsite
CANAAN COMMUNICATION & TECHNOLOGIES SDN BHD
Kuala Lumpur, Malaysia

Salary undisclosed

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Job Summary:
We are seeking an experienced and results-driven Customer Service Operations Manager to oversee and enhance the operations of our customer service department. The role involves managing the overall service delivery, improving operational efficiencies, and ensuring the team meets and exceeds customer satisfaction goals. The ideal candidate will have a strong background in managing large teams, optimizing workflows, and ensuring the highest levels of service for customers.

Key Responsibilities:

Lead and manage the day-to-day operations of the customer service team, ensuring smooth and efficient service delivery.
Develop and implement strategies to improve operational processes and team productivity.
Monitor key performance indicators (KPIs) such as response times, resolution rates, customer satisfaction, and other relevant metrics.
Establish and maintain standard operating procedures (SOPs) and best practices to ensure high-quality service.
Collaborate with other departments (e.g., IT, Sales, Product) to resolve cross-functional customer issues and enhance service delivery.
Oversee recruitment, onboarding, and training of customer service staff, ensuring they are equipped with the necessary tools and skills to perform their roles effectively.
Conduct regular performance reviews and provide coaching and feedback to team members, fostering a high-performance culture.
Handle escalated customer complaints or complex cases, ensuring timely resolution and customer satisfaction.
Prepare and present performance reports and data analysis to senior management, providing insights for continuous improvement.
Stay updated on industry trends, emerging technologies, and customer service best practices to drive innovation in the department.
Ensure compliance with company policies, regulations, and service standards.

Qualifications & Skills:

Minimum of 5 years of experience in customer service, BPO, or call center environments, with at least 3 years in a managerial role.
Proven track record of managing large teams in a fast-paced customer service environment.
Strong leadership and people management skills, with the ability to motivate and develop high-performing teams.
Excellent communication, problem-solving, and decision-making abilities.
Proficiency in CRM systems (e.g., Zendesk, Salesforce) and Microsoft Office Suite (Excel, PowerPoint).
Strong analytical skills with the ability to interpret data and make data-driven decisions.
Ability to work under pressure, manage multiple priorities, and meet tight deadlines.
A diploma or degree in any field is preferred.

Benefits: