Customer Service Operations Lead
2 weeks ago
**About the Job:**
We are looking for an experienced Customer Service Operations Lead to join our team at Tabby. As a key player in our leadership team, you will oversee performance management, process improvement, and team engagement initiatives to help us exceed SLAs and optimize workflows.
About the Role:
- Drive performance improvement initiatives, setting clear priorities and refining procedures to meet or exceed SLAs.
- Ensure structured training and development plans for all team members, fostering continuous skill growth.
- Optimize attendance and retention strategies, leveraging data-driven insights and team collaboration.
- Manage performance and disciplinary processes with fairness and consistency, maintaining a results-driven culture.
- Identify and mitigate operational risks, working closely with the Operations Manager to streamline processes.
- Set the tone for a high-energy, customer-centric environment, ensuring the team delivers outstanding service and satisfaction.
Requirements:
- A proven track record of delivering exceptional results in customer service management, with a strong analytical and strategic mindset.
- Creative problem-solving abilities, with a proactive approach to operational challenges.
- Bachelor's degree or higher in a relevant field, with fluent English (B2+ level) and strong verbal and written communication skills.
- Coaching and leadership experience, with a demonstrated ability to develop high-performing teams.
- Minimum 2 years of experience in a contact center environment as a Team Manager.
- Strong people management skills, with the ability to inspire, motivate, and drive accountability.
- Proven ability to manage escalations and handle demanding customer interactions effectively.
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