The Customer Service Manager is responsible for the overall CS Operations of assigned line of business. This includes providing key focus and strategy for the department. This role will serve as the primary POC to identify Voice of the Customers which will help the company realign actions to ensure growth and KPI is achieved.
CS Managers are experienced leaders that can drive both individual and team performance to achieve assigned KPI. A data driven individual with solid history process improvement that can help solve existing problems.
Key Responsibilities:
- Overall CSC PH Operations
- Responsible in building and executing CSC PH local strategy as aligned with global CSC and company strategy
- Responsible in overall resource planning that are necessary for daily CS Operations
- Responsible for coordinating with both internal and external stakeholders any direction and strategies being executed by the department
- Escalation POC for any CSC related concerns. These escalations include all issues that may be encountered in CS (Customer / Driver handling related, CS Agent related, etc.)
- Responsible for reporting and presenting CSC PH performance and delivery to stakeholders
- Responsible for regularly evaluating performance of team members as well as the department to identify key areas of improvement and create a plan to address any existing issues.
Qualifications:
- Experienced in handling start-up and fast paced campaigns related to transportation, logistics and other related industries
- Advanced working knowledge in different aspects of Customer Service Department such as Workforce Management, Quality Management, Training Management, CS Operation Management, etc.
- Must have strong verbal and written communication skills as well as time management skills to deal with multiple stakeholders and projects
- Data driven with excellent analytical and problem solving skills
- Knowledgeable with COPC / Lean / Six Sigma or any other related principle.
- Work Experience: At least 2 years of experience as a Manager in a customer service industry is required with following background: 1) Experience in call center / BPO industry handling customer concerns; 2) With background related to transportation service, logistics, ecommerce or any related field
- Work Set Up: Amenable to 100% work on site and flexible to shifting schedule. Amenable to working during weekend and holidays. Available to travel around the country as well as other countries.
