Customer Service Supervisor
2 days ago
Responsibilities:
- Drive customer service and recovery operations
- Develop high-level strategy aligned with business objectives
- Forecast customer needs to enhance competitiveness
- Drive business process improvement
- Analyze and improve problem-solving approaches
- Stay up-to-date with worldwide customer service best practices
- Manage teams and define common goals and direction
- Conduct manpower and resource planning based on business objectives
- Conduct performance reviews and manage staff development
- Manage learning and development programs across the department
- Evaluate operational policies, standards, and procedures
- Work closely with regional and local teams to ensure alignment
**Requirements**:
- Bachelor’s Degree in any field
- **5-7 years** of experience in **customer service** or contact center operation
- At least **3 years** of **leadership / management experience**:
- Strong knowledge of **CRM systems, COPC, and ISO**:
- Strategic service excellence, stakeholder management, strategy implementation, strategic people management, and leadership skills
- Analytical and problem-solving skills
- **Excellent communication in English**:
- Ability to work in a fast-paced environment
**Job Types**: Full-time, Permanent
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