Supervises team in technical and non-technical client service operations, including call center and service desk activities to ensure efficient triage and resolution of client issues while maintaining service standards.
Responsibilities
- Oversees virtual client service via various channels to provide specialized support for escalated client issues and ensure timely and effective resolution.
- Conducts periodic business performance reviews by generating comprehensive reports and analyzing data to identify areas for improvement and contribute to enhancing service quality.
- Manages pre- and post-sales activities, including quotations and order processing to ensure seamless support throughout the sales process, contributing to customer satisfaction.
- Establishes transparent goals and objectives for team members, aligning with operational targets in order to drive the team towards achieving operational results and service standards.
- Liaises with internal and external stakeholders, explaining organization policies and justifying practices to foster cooperation and understanding among parties involved in client service operations.
- Provides day-to-day work direction, focusing on workflow maintenance and operational decision-making in order to guide team members and contribute to their performance and skill development.
- Ensures understanding and compliance with policies, practices,
and procedures among team members to maintain consistency in service delivery and adherence to organization standards.
- Identifies areas for enhancement in systems and processes to boost efficiency to implement adjustments or recommendations to improve the effectiveness of client service operations within job area.
- Supervises a team consisting of support-level colleagues, such as service, operations and administrative or entry-level technical/professional colleagues.
- Provides day-to-day work direction for team, focused on maintaining steady workflow and resolving operational decisions.
- Sets goals and objectives for team members for achievement of operational results.
- Problems faced may be difficult but typically are not-complex.
- Ensures policies, practices and procedures are understood and followed by direct reports, customers and stakeholders.
- May manage projects/Processes.
- May influence others regarding system design, solutions, and procedures.
- Typically does not have budget or PL accountability, but may manage day-to-day elements of the budget (e.g., overtime for staff).
Skills
- call center
- service desk
- escalated client issues
- generating comprehensive reports
- analyzing data
- quotations
- order processing
- liaises with internal and external stakeholders
- project/process management