Customer Service Manager

• Ensure excellence in customer service operations through partner management
• Ensure compliance with service-level agreements (SLAs)
• Ensure high-quality customer service and efficient support for the Sales team
• Strategically analyze the primary reasons for customer contact
• Identify opportunities for continuous process improvement
• Drive operational efficiency gains and enhance the customer experience
• Manage and monitor the performance of partners responsible for customer service operations
• Ensure compliance with contractual SLAs and operational metrics, including contracted Agent Positions (APs) and Average Handling Time (AHT)
• Foster alignment among internal teams to ensure an excellent customer journey
• Support the resolution of critical issues by seeking solutions that minimize impacts on customers and partners
• Lead governance and performance meetings with partners, establishing action plans for identified deviations
• Serve as the primary interface between customer service operations and commercial teams
• Ensure fast, accurate, and consistent responses to claims and customer service requests

Requirements

• Knowledge of Genesys customer service tools and Salesforce CRM
• Bachelor's degree in Business Administration or Insurance Business Management
• Completed or ongoing postgraduate studies

Core Competencies

Demonstrates expertise in customer service operations management, ensuring compliance with SLAs and driving continuous process improvement. Proficient in utilizing Genesys customer service tools and Salesforce CRM to enhance operational efficiency and customer experience.

Highest-signal resume keywords

• Customer Service Operations Management
• Compliance With Service-Level Agreements
• Genesys Customer Service Tools
• Salesforce CRM
• Process Improvement

ATS Optimization Keywords

Hard Skills

• Customer Service Operations Management
• Process Improvement
• Performance Monitoring
• Operational Efficiency
• Data Analysis

Soft Skills

• Problem Solving
• Collaboration
• Communication
• Leadership
• Strategic Thinking

Industry Keywords

• Service-Level Agreements
• Customer Experience
• Agent Positions
• Average Handling Time
• Governance Meetings

Tools & Technologies

• Genesys Customer Service Tools
• Salesforce CRM

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