Customer Service Operations Manager

How does the idea of working as a Customer Service Operations Manager sounds to you for a leader company in electronic money transfer globally? Do you have what it takes to coordinate trusted customer service agents to offer clients innovative payment solutions?

As a Customer Service Operations Manager your work will be focusing in implementing new procedures, coordinating and monitoring team's performance as well as working closely with management team to set company's goals and objectives.

What are you waiting for? Apply now for this exciting opportunity of the Customer Service Operations Manager.

As a Customer Service Operations Manager you will be responsible to:

• guide, inspire and monitor teams’ performance of experienced call center agents
• head customers' and subagents’ service center that operates 7 days a week
• answer representatives’ questions and guide them through difficult calls or complicated cases
• set goals and define company's objectives to the call center team by introducing actions to improve performance
• diffuse dissatisfied customers and handle issues that cannot be fielded by representative
• bring to closure serious/ critical customer and subagent issues or complaints
• lead team meetings, educate and coach representatives regarding processes and practices
• establish call center goals in cooperation with commercial, compliance and operations management
• prepare reports and analyze customer service data to improve processes
• ensure resources are properly allocated by monitoring all statistical measurements and results on a daily basis
• maintain a highly motivated team and boost them to meet their expectations
• gather employee feedback and communicate to responsible staff for solutions and corrective actions
• contribute in annual budget, business planning and strategy decision making
• follow and apply company’s policies regarding personal performance data, confidentiality and security
• cooperate with management team so as to establish procedures and put them into effect

For the Customer Service Operations Manager position you should have:

• at least 5-7 years of management experience in a contact center environment (preferably that deals with clients and suppliers)
• full proficiency in computer systems, Internet & MS Office Package
• excellent verbal and written communication skills both in Greek and English
• availability to work in a fast paced and demanding working environment
• knowledge of AVAYA phone systems and CRM tools would be considered as an extra asset
• strong analytical thinking and problem-solving skills
• high organizational and time management skills
• strong knowledge of KPIs: qualitative, quantitative and sales
• creative thinking with the ability to innovate and implement solutions
• excellent soft skills and communication skills
• strong knowledge with contact center standards, regulations and procedures followed on all levels of production
• strong empathy and customer-centricity skills
• self-motivated and strong sense of accountability
• excellent customer service skills (listening, resolving conflict, analyze information, quality focus, problem solving etc

To the successful candidate for the position of the Customer Service Operations Manager, the company will offer:

• friendly working environment
• plenty of opportunities to evolve your career within an attractive and dynamic environment
• very good compensation package

If you believe your profile is a good match for the Customer Service Operations Manager position, apply now!

For more information, you can contact Stavraki Maria at +30 2106770523 #customerservicegr


Please note that for transparency and equity reasons, only those applications made online via our site will be assessed. After the screening of all the CVs received, we will only contact the candidates who meet the requirements of the job to arrange an interview. ​ All applications are considered strictly confidential.