Leads customer service operations, team leaders, service delivery standards, vendor relationships and adoption of AI technologies.
Our client is seeking a Senior Customer Services Manager responsible for driving operational customer service performance across their Consumer operations. The role entails leading a team of three Customer Service Team Leaders, ensuring effective service outcomes, workforce management, productivity, quality control, coaching, and formal customer complaint resolution. A key focus will be on developing and empowering the Team Leaders to take ownership of their teams, fostering a scalable operation characterized by strong delegation, cross-training, and operational resilience. In addition, this role includes independent accountability for maintaining service delivery standards for supported mobile virtual network operator (MVNO) partnerships. The Senior Customer Services Manager will manage operational relationships with key service platform vendors and champion the effective adoption of AI technologies designed to enhance both agent and customer experiences.
Please email [email protected] or follow the link for further information and for details on how to apply itchyfeetoffshore.com/jobs/39138-senior-customer-services-manager-isle-of-man/
