Service Center Manager

Role: Centre Manager

Role & Responsibilities:

• Ensuring the efficient and effective operation of the Service Center.
• Elaboration and implementation of strategies for the development of the Service Center.
• Ensuring efficient and effective human resources services.
• Ensuring efficient logistical services, including office procurement.
• Information and communication management.
• Improve customer service experience, create engaged customers and facilitate organic growth.
• Take ownership of customers issues and follow problems through to resolution.
• Set a clear mission and deploy strategies focused on that mission.
• Develop service procedures, policies and standards.
• Keep accurate records and document customer service actions and discussions.
• Analyse statistics and compile accurate reports.
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
• Keep ahead of industrys developments and apply best practices to areas of improvement.
• Control resources and utilize assets to achieve qualitative and quantitative targets.
• Adhere to and manage the approved budget.
• Maintain an orderly workflow according to priorities.

Expectations from the Candidate:

• Proven working experience as a customer service manager, Center manager.
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Proficiency in English
• Working knowledge of customer service software, databases and tools
• Awareness of industrys latest technology trends and applications
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation