Customer Success Operations Manager (External Contract)

Job Description

Mission/core purpose of the Job (short description):

• To manage and monitor the establishment of qualitative support services to the customer service team.
• To ensure optimal utility and functionality of customer service operating systems and to serve as the major integration point between different front lines, the rest of the company, and other enterprises to support customer queries.
• Investigate all the issues in minimum time and respond to relative customers accordingly.

Task Complexity:

• To have active collaboration with the project, planning team, and enterprise customers for running assigned projects and plans, enhancing customer experiences, and welcoming customers' entrance to the digital world of customer care.
• To actively lead the back office environment, increasing motivation and job satisfaction solutions to decrease the turnover of back office team members.
• To manage cross-functional, interdepartmental, and external relationships to facilitate the investigations of escalated issues,
• To manage all activities for solving referred subscribers’ queries to the customer service back office team by ensuring issue escalation to the proper department and 3rd parties and making outbound calls from the CS back office team to the subscribers, all based on agreed PPPs and SLAs.
• To review team's current processes constantly, identify gaps, and suggest solutions and enhancements to improve their efficiency in cooperation with the quality assurance team.
• To attend all meetings held for log resolution of escalated issues to CS back office with other departments/teams/Enterprises and ensure the results are shared with the team and front lines properly.
• To generate team routine daily/weekly/monthly and ad-hoc reports for the management.
• To conduct high-level analysis and interpretation of team activities data and received logs and also communicate them to the business and CR management
• To manage, monitor, and measure team performance.

Requirements:

• Bachelor's degree in Computer Engineering/Science, Commerce, Industrial Engineering, or a related field; a Master's degree in Management, or Industrial Engineering; or an MBA graduate. 
• At least 3 to 5 years of experience in the area of specialization; with experience in supervising/managing others.
• Experience working in a medium to large organization.
• Fluent in English.

Skills and Physical Competencies:

• Analytical skills.
• Communication skills.
• Problem-solving skills.
• Project management skills.
• Computer skills.
• Stress management.
• Negotiation skills.
• Presentation skills.
• People management skills.
• Leadership skills.
• Interpersonal skills.
• Design thinking skills.