Operations Manager/Customer Service Manager/Back Office Manager

Overview

Looking for full-time work (8 hours/day)

at $8.30/hour ($1,600.00/month)

Associates degree

Last Active

December 23rd, 2024 (534 days ago)

Member Since

July 16th, 2020

Profile Description

Oversees daily operations for Customer Service and Back Office/Fulfillment Teams. Drives department-level performance for the following metrics: CSAT, NPS, Upsells, Conversion Rate, No Details/Cant Find, Refunds, RTS %, ---------- pletion Days. Manages department people metrics i.e. Attendance, Attrition, Productivity, ESAT. Acts as a data analyst for Sales/Revenue insights. Provides team leader coaching and development, triads, and tea ---------- mber skip-level sessions. Continuously review workflow/process and identify opportunities for improvements. Creates department-level employee engagement. Holds Monthly Business Review with the stakeholders and 3rd party couriers. Collaborates with the 3rd party courier for fulfillment and delivery process improvement. Works with other support groups (HR, Admin, Security, Production and Quality) for operational and administrative concerns. Handles escalation/manager calls. Conducts final interviews for the account’s internal and external applicants for agent, SME and TL positions. Process owner of the following: Customer Lifecycle, Customer Experience Realignment, CSAT Improvement, Order Management System Process and Validation, Out of Delivery Zone Improvement Process, Return to Sender Reduction, Delivery Monitoring Management