Remote Customer Service Operations Manager

Summary

Join our team as a Customer Service Operations Manager and lead the global Viator Operations Management team, overseeing customer service operations, managing teams, and driving business growth.

Responsibilities

• Recruit, develop, and manage the department within the in-house call centre operations in the Oxford office centred on escalations, social media, and complaint resolution
• Evaluate performance and ensure the teams utilise the service management metrics for the ongoing monitoring of performance for teams and individuals
• Direct and motivate direct reports and teams to achieve agreed targets. Ensure personal goals and objectives are set, communicated, measured, and reviewed as per company policy
• Effectively manages performance of the team, addresses underperformance in a swift manner, and openly celebrates success. Conducts monthly 1:1's with formal review of performance
• Active development of the team, provides a considered structure for continuous development. Identifies individuals for appropriate succession planning
• Supervising staff in accordance with company policies and procedures
• Coordinate coaching and training of staff onsite
• Produce literature and manuals were appropriate to help improve performance
• Identify and implement initiatives to improve employee engagement
• Determine daily plan to meet and exceed business performance targets by ensuring sufficient capacity available to meet incoming volumes and minimise backlogs
• Ensure that service issues are recorded and responded to within agreed service levels and timelines
• Assist with the design and testing of potential process changes and work with key stakeholders to ensure successful implementations
• Keep up to date with company, department, and process knowledge
• Standardise processes, procedures, and platforms for service delivery
• Auditing of processes to ensure currency and accuracy in line with department standards
• Monitor customer feedback and interactions to ensure we leverage customer insights to build a culture of continuous improvement
• Proactively champion best practice to enhance agent productivity, CSAT, Quality, IR, and FCR. Regularly help to review processes and develop improvements
• Champion Department Initiatives and show proactivity in identifying where knowledge or process gaps exist to coach, educate, and provide assistance as required
• Work closely with various functions like Quality, Training, WFM, and Human Resources to strengthen the business relationship between the departments
• Partner with operations management and new product teams to successfully introduce new products and processes to our customer and global base
• Understanding key demand/complaint drivers
• Partner with the legal and PR teams to assess and strengthen process controls and regulatory adherence
• Work with key business stakeholders to minimise DSAT drivers and improve CRD team CSAT
• High activities cases tracked, managed, and analysed. Reduce the number of touches per case
• Ensure SLA's on responding to complaints and escalations are hit
• Report risk events and ensure Corrective Action Plans are raised as necessary
• Monitor potential claims ensuring minimal financial impact to the business and provide financial reporting back to management on the cost of resolution
• Produce weekly/monthly and ad hoc reporting of the above to senior management level
• Investigate and report on poor supplier conduct, assist in driving initiatives to improve supplier behaviour
• Manage, respond, and track forum reviews for Viator