Job Overview
We are seeking an experienced Operations Manager to lead and manage the in-house customer service team of a smart security device company. This role oversees daily multi-channel customer service operations (Email, Chat, Voice), with a focus on driving service excellence, optimizing operational efficiency and maintaining high customer satisfaction.
Key Responsibilities
- Operations Management
- Oversee day-to-day Email, Chat and Voice channel operations of the customer service team; ensure consistent achievement of operational KPIs and service level targets (SLA, CSAT, response time, productivity).
- Monitor service performance and proactively identify operational issues impacting service delivery.
- Performance & Process Optimization
- Track and analyze operational metrics to identify trends, risks and improvement opportunities.
- Develop and implement process optimizations to enhance efficiency, service quality and customer experience.
- Team Leadership & Development
- Lead, coach and develop Team Leaders and frontline agents to build a high-performing team.
- Set clear performance expectations and conduct regular performance reviews and coaching sessions.
- Build a leadership pipeline and support internal team succession planning.
- Business Alignment & Service Delivery
- Align customer service operations with business objectives and evolving service requirements.
- Ensure smooth implementation of new processes, product support protocols and service initiatives.
Qualifications
- Bachelor's degree in Business Administration, Management or a related field.
- 5+ years of customer service operations experience, with at least 3 years in a managerial role.
- Proven experience managing multi-channel (Voice, Chat, Email) customer support in a BPO or in-house e-commerce/customer service environment.
- Strong knowledge of call center core KPIs (SLA, AHT, CSAT, QA, productivity metrics).
- Excellent leadership, communication and stakeholder management skills.
- Strong analytical skills with data-driven operational decision-making ability.
- Flexible to work night shifts as required.
