Customer Service Manager
Job Summary
The Survey Experience Quality Manager will lead a quality service team to drive service excellence and ensure high-quality survey operations. The role involves managing key stakeholders, overseeing daily service performance, and implementing process improvements. You will be responsible for coaching team members and preparing operational updates to ensure high standards are met.
Responsibilities
- Lead and manage quality service team
- Drive service quality standards and KPIs
- Manage customer escalations and recovery
- Conduct call audits and process improvements
- Develop and coach team members
Required Skills
- 5-7 years quality service experience
- 2+ years managerial experience
- Call centre or operations background
- Strong stakeholder management
- Proficiency in MS Office Suite
Job Details
Key Responsibilities:
- Lead and manage a quality service team to achieve service level targets and KPIs
- Plan workforce requirements and oversee daily operations
- Drive quality standards across inbound and outbound survey services
- Manage customer escalations, investigations, and service recovery
- Partner with internal and external stakeholders to align service expectations
- Conduct call audits, quality reviews, and identify process improvements
- Enhance email templates and service workflows for greater efficiency
- Coach, mentor, and develop team members
- Prepare performance reports and operational updates for management
- Support performance reviews, employee engagement, and talent retention
- Perform other ad-hoc duties as assigned
Requirements:
- Degree in a relevant discipline or equivalent work experience
- 5-7 years of quality service experience, with at least 2 years in a managerial role
- Experience in service delivery, operations management, or performance management
- Background in call centre operations, data processing, or statistics will be an advantage
- Strong stakeholder management and communication skills
- Proficient in Microsoft Word, Excel, and PowerPoint
- Able to thrive in a fast-paced, high-volume environment