Job Description
DescriptionThe Customer Support Manager will be responsible for leading contact center members, reporting on KPIs, managing complaint handling, and organizing and planning business improvement measures.Among the main responsibilities:KPI analysis and implementation of measures to improve support qualityCommunicate directly with internal departments to proactively improve operationsSecure and manage resources based on contact center strategy and budgetSetting performance targets for the team and performance management of SVsAggregation and analysis of VOC and internal reportingImproving the efficiency of business processes
Responsibilities + Skills
A plus if candidates have experience in the financial field such as life insurance, asset management, etc., or in the fintech industry.
Education
Experience
Management experience in a contact center (telephone, chat, e-mail, etc.) (3+ years as a general guideline)Experience in analyzing KPIs and implementing operational improvements that led to enhanced resultsExperience in quality management in customer support
