BPO Operations Processing Senior Specialist

As a Customer Service Manager, you will play a vital role in ensuring exceptional support and a positive customer experience for our clients. Your primary responsibility will be managing major customer inquiries, demonstrating command, control, and confidence at all times. You will work closely with bridge participants to ensure alignment with processes and diligently follow the major customer inquiry management process using agreed tools and methods within defined deadlines. In this role, you will be accountable for escalating issues as necessary to achieve desired outcomes. Collaboration with team members in a 24/7 environment is crucial, requiring adherence to shift plans. Effective communication with stakeholders and managing post-major incident activities to investigate root causes will be part of your routine. Your ability to provide coaching and mentoring to junior team members will contribute to the overall performance of the team. You will review team performance and processes to ensure optimization, demonstrating a client service orientation, impeccable relationship building skills, and the capability to multitask and prioritize with attention to detail. Your excellent communication and documentation skills, along with client liaison and facilitation skills, will be essential in this role. Being execution-focused, you must have the capacity to manage multiple activities simultaneously and work across teams, regions, and functions. Your proficiency in working with individuals at all levels of the organization and escalating issues when necessary to achieve desired outcomes will be critical to your success in this position.,