Job Title: Servicing Team Manager
We are seeking an experienced and skilled Servicing Team Manager to join our team. The successful candidate will have a proven track record of delivering high-quality customer experiences and leading teams to achieve excellent results.
About the Role
This is an exciting opportunity for a motivated and results-driven individual to take on a leadership role within our organization. As a Servicing Team Manager, you will be responsible for coaching and developing a team of Customer Operations Specialists (COSs) to ensure that they provide best-in-class service to our customers.
You will work closely with our Quality Analysts to oversee team and individual performance, ensuring that agreed Service Levels are met. You will also be responsible for carrying out frequent targeted coaching, providing constructive feedback and learning opportunities to help your team members grow and develop.
The ideal candidate will have a deep understanding of customer service principles and be able to motivate and inspire their team to deliver exceptional results. They will also be able to operate effectively in a fast-paced environment, prioritize tasks, and manage multiple projects simultaneously.
Key Responsibilities
* Coach and develop a team of Customer Operations Specialists (COSs)
* Oversee team and individual performance
* Carry out frequent targeted coaching and provide constructive feedback
* Ensure adherence to agreed processes and policies
* Motivate and inspire the team to deliver exceptional results
Requirements
* Proven experience in a customer-facing role, preferably in a contact center or operational environment
* Strong leadership and coaching skills
* Excellent communication and interpersonal skills
* Able to work effectively in a fast-paced environment
* Ability to prioritize tasks and manage multiple projects simultaneously
* High fluency in English, with excellent comprehension, spelling, grammar, and punctuation
What We Offer
We offer a competitive salary and benefits package, as well as opportunities for career growth and development. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.