Customer Service Operations Manager
hace 1 día
About the Role:
The Customer Service Operations Manager plays a critical role in managing the daily operation of a local team of professionals servicing U.S. based clients.
Key Responsibilities:
- Manages team productivity and utilization-focused on Client-Specific KPIs and Goals set by AUXIS Management.
- Designs and implements process improvements.
- Supports the administration of management tasks associated with payroll, separations, Leaves of Absence (LOA), Short Term Disability (STD), and on-boarding of new hires.
- Maintains overall team workload and reallocate/delegate tasks as necessary to ensure optimal team efficiency.
- Builds morale, establishes an atmosphere of team camaraderie, and promotes a common team identity.
- Conducts weekly team meetings to discuss and identify issues of interest and concern, as well as weekly 1:1 check-ins with each team member.
- Communicates and enforces local office policies, including time tracking requirements.
- Assigns mentors to new hires and monitors the progress of both mentors and mentees.
- Create and distributes Daily Status report.
- Responsible for performing Quality evaluations per agent (5 calls per month).
- Responsible for performing Ecommerce evaluations.
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