Customer Service Manager

• Manage Customer Service operations
• Ensure compliance with performance, quality, productivity, turnaround time, and customer satisfaction indicators
• Lead Customer Service teams
• Technically assess the need for changes to procedures
• Perform configuration, operation, and monitoring procedures for network elements
• Assess demand for and supply of materials used in service delivery
• Request corrections when necessary
• Act as the liaison with internal departments and suppliers to provide technical product support
• Analyze and diagnose issues by extracting and analyzing reports
• Implement action plans
• Ensure the availability of resources required for the occupational health and safety management system
• Develop, lead, and promote an organizational culture that supports the results of the occupational health and safety management system
• Understand and implement Telefónica’s Environmental Policy in daily activities
• Promote operational excellence and continuous improvement in business results

Requirements

• Experience in the telecommunications industry
• Experience in people management
• Experience managing service provider companies

Core Competencies

Demonstrates expertise in managing customer service operations within the telecommunications industry, ensuring compliance with performance metrics and promoting a culture of operational excellence and continuous improvement.

Highest-signal resume keywords

• Customer Service Management
• People Management
• Telecommunications Industry Experience
• Operational Excellence
• Occupational Health and Safety Management

Hard Skills

• Performance Compliance
• Quality Assurance
• Productivity Monitoring
• Network Element Configuration
• Issue Diagnosis and Analysis
• Action Plan Implementation

Soft Skills

• Leadership
• Communication
• Collaboration

Industry Keywords

• Service Provider Management
• Environmental Policy Implementation
• Continuous Improvement
• Customer Satisfaction Indicators

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