Customer Service Operations Manager

hace 1 día


San Francisco, Heredia, Costa Rica Auxis A tiempo completo

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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