customer service manager

Customer Service Manager is responsible for leading the customer support department, driving service excellence, and optimizing processes to maximize customer satisfaction and retention. They act as the primary bridge between front-facing service teams, corporate leadership, and cross-functional departments.

The comprehensive job scope is categorized into five key pillars:

• Supervise Operations : Direct daily workflows of customer service representatives and call centre agents.
• Hiring & Onboarding : Recruit and onboard talent to build high-performing, diverse service teams.
• Training Delivery : Design and execute standard operating procedures (SOPs) and customer experience training programs.
• Performance Evaluation : Conduct regular appraisal reviews, monitor individual KPIs, and provide active coaching.
• Burnout Mitigation : Manage team...