Client Success & CSR Operations Manager

Humanzlab; United States; A distancia; USD 90.000 - 130.000; Jornada completa

Descripción de la vacante

Humanzlab is seeking an experienced Customer Service Representative (CSR) Manager to oversee operations across multiple client accounts and service lines.

The role focuses on achieving client satisfaction, hitting SLAs, and driving efficiency while coaching Team Leaders, Supervisors, and CSRs.

Candidates should bring 3-5 years in customer service/BPO, strong leadership, data analysis, and the ability to manage diverse industries.

Formación

• Bachelor's degree in Business Administration or related field is advantageous.
• 3-5 years in customer service or BPO operations, preferably in a managerial role.
• Experience managing multiple accounts across industries and services.
• Strong leadership, communication, problem-solving, and decision-making skills.
• Knowledge of operational KPIs, SLAs, quality standards, and performance management.
• Ability to manage multiple priorities and adapt to client needs.
• Proficient in reporting, data analysis, and operational management tools.

Responsabilidades

• Manage daily operations across multiple client accounts and service lines.
• Ensure client requirements, SLAs, and performance targets are met.
• Lead, coach, and develop Team Leaders, Supervisors, and CSRs.
• Monitor team performance, productivity, quality, and customer satisfaction.
• Build and maintain strong relationships with clients and stakeholders.
• Handle escalations and resolve operational and customer-related issues.
• Identify opportunities to improve processes, service quality, and operational efficiency.
• Work closely with other departments to ensure smooth operations and consistent service delivery.
• Prepare performance reports and implement action plans to achieve business goals.
• Ensure compliance with company policies and client requirements.

Conocimientos

Leadership

Communication

Problem-solving

Decision-making

Data analysis

Reporting

Prioritization

Educación

Bachelor's degree in Business Administration or related field

Descripción del empleo

Humanzlab is seeking an experienced Customer Service Representative (CSR) Manager to oversee operations across multiple client accounts and service lines.

The role focuses on achieving client satisfaction, hitting SLAs, and driving efficiency while coaching Team Leaders, Supervisors, and CSRs.

Candidates should bring 3-5 years in customer service/BPO, strong leadership, data analysis, and the ability to manage diverse industries.