Customer Service Manager

The Role
The Operations Manager - Customer Service is responsible for overseeing multiple customer service programs, ensuring operational excellence, compliance with client policies, and achievement of business KPIs. This role leads a team of Team Leaders and Supervisors, drives performance, manages client relationships, and ensures consistent delivery of high-quality Customer Service services across projects.
Duties and Responsibilities
Oversee end-to-end operations across multiple customer service projects.
Ensure delivery of KPIs including productivity, quality, SLA, and CSAT (if applicable).
Manage daily operations, workforce planning, and resource allocation across teams.
Identify and mitigate operational risks and bottlenecks.
Lead, coach, and develop Team Leaders, Supervisors, and support functions (QA, Training, WFM).
Drive performance management, succession planning, and talent development.
Foster a high-performance, inclusive, and engagement-driven culture.
Act as the primary point of contact with clients on operational matters.
Conduct regular business reviews (WBR/MBR/QBR) and present performance insights.
Build strong relationships with clients, ensuring alignment on goals and expectations.