Customer Service Operations Manager - £60,000 - £65,000 per Year
Why You’ll Love This Role:
* Lead and develop a high-performing team in a fast-paced contact center
* Oversee global operations and manage BPO vendors (~3,000 employees)
* Drive innovation with AI and automation to enhance customer experience
* Hybrid flexibility and a competitive salary for great work-life balance
* Career growth opportunities in a company that values leadership and strategy
Key Responsibilities:
* Lead and coach four managers overseeing internal and outsourced teams
* Manage BPO vendors, track performance, and optimize service levels
* Analyze data to improve customer service operations and efficiency
* Shape customer experience strategies, define KPIs, and drive improvements
* Leverage AI and automation to enhance global customer support
What You Need:
* 2+ years of leadership experience in a contact center environment
* Proven success managing BPO vendor relationships and driving customer-centric operations
* Strong leadership skills with a strategic mindset and problem-solving ability
* Experience with Salesforce or similar CRM platforms
* Data analysis and process optimization skills
* Knowledge of AI tools and automation for customer service
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