About The Role
We are seeking an experienced Operations Manager to lead and manage our customer service team, ensuring that our customers receive excellent service and support. As the Operations Manager, you will be responsible for hiring, training, coaching, and leading a team of customer service representatives. You will also collaborate with other departments and vendors to ensure that the flow of products and app knowledge is seamless and that we deliver the expected service standards.
Lead and manage the daily operations of the customer service team, including hiring, training, coaching, and providing feedback to ensure high-quality service delivery
Guide customer service representatives through difficult cases, diffuse angry customers, and handle issues that cannot be fielded by Customer Service Representatives
Conduct team meetings, provide coaching, and educate customer service representatives on processes and practices to improve their performance and ensure they meet or exceed service level agreements
Analyze case management data to identify trends, establish goals, and implement improvement plans to enhance customer satisfaction, resource utilization, and operational efficiency
Authorize vendor payments, transaction approvals, and refunds in accordance with delegated authority granted
Conduct effective training sessions for business partner’s customer service training teams, providing learning tools, and resources to enhance their performance and ensure they are meeting or exceeding service level agreements
Liaise with business partners and vendors to negotiate terms of service, establish proper governance protocols, and maintain strong relationships
Participate in cross-functional meetings and attend business reviews to provide operational insights and contribute to decision-making processes
Manage program attrition, meet or exceed forecasted billable hours, and ensure process performance appraisal is carried out effectively
Serve as a problem-solving escalation point for supervisors and track client issues while maintaining correspondence.
Bachelor’s degree or equivalent experience
At least 3 years of experience as a manager in customer service, preferably in a multi-national company under a financial services industry or a technology-driven company
Experience in an insurance company is a must
Excellent interpersonal and communication skills (both written and oral) with the ability to communicate complex ideas and motivate others
Demonstrated ability to analyze and improve work processes, with a strong focus on data and trend analysis
Ability to collaborate effectively with various stakeholders, both internal and external
Strong coaching and feedback management skills, with the ability to provide leadership guidance and maximize the potential of subordinates
Experience in incident/complaints management and issue resolution (next issue avoidance)
Strong knowledge of CRM/customer service technology, software applications, phone systems, etc.
Ability to work well under pressure, meet deadlines, and manage multiple projects simultaneously
Ability to authorize vendor payments, transaction approvals, and refunds in accordance with delegated authority granted
Ability to lead and train agents/counterparts effectively while maintaining strong relationships with vendors and negotiating terms of services.
If you are a results-driven, experienced Operations Manager with a passion for providing excellent customer service, we would like to hear from you. Please submit your application for consideration.
At Eastvantage, our mission is to create meaningful jobs. Through our portfolio of premium and select clients, we provide careers that are knowledge-based, inspiring, and always with the potential for development and growth.
We are an independently-owned outsourcing company with European roots, servicing global companies that have offices in every populated continent in the world. We have been in the industry for a decade, growing from a handful to over 1,000 happy employees over the years.
We invite you to navigate our site to get to know who we are, to see what sets us apart in culture and thinking. Because of this, we carefully select who we work with, both customers and co-workers, which is why people happily stick with us for a wonderful amount of time. We hope to convince you to apply with us and be part of our success story.