Customer Service Manager
Greenlight Planet
Customer Service Manager
Greenlight Planet
full-time
Posted on:
Location: 🇲🇬 Madagascar
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Manage service function operations and enhance a customer-centric culture across the business
- Steer and motivate the workforce, building a top-performing operational team and instilling a culture of accountability and results
- Enable managers to guide teams effectively and foster teamwork within a merit-based network
- Evaluate and optimize workforce capacity and skills mapping within the call center structure
- Ensure clients are served within required timelines by developing and reviewing processes and policies
- Ensure efficiency in case management and resolution of customer escalations within endorsed SLAs
- Document recommendations and drive implementation to improve performance
- Develop and implement systems and projects to ease customer access to products and services
- Monitor, track, and report on the viability of resources, systems, and remote functions
- Ensure timely billing and vendor management of call center operational costs and drive cost-optimization initiatives
- Review outgoing customer communications before release
- Steer the customer onboarding team towards sustained success in customer satisfaction and experience
- Evaluate customer trends and performance data to inform operational and procedural changes
- Drive team engagement to promote inclusion and ensure productivity with fully remote teams
- Partner with other company functions to define and implement successful programs and oversee call center growth
- Manage staff disciplinary issues with sufficient documentation and involve HR where applicable
- Ensure daily, weekly, and monthly reporting on service campaign performance against metrics
- Document absences and maintain records on systems and trackers
- Develop tracking systems to identify noticeable trends
- Maintain accountability across team members and managers
- Control shrinkage, ensuring planned and unplanned shrinkage do not exceed 35% of total headcount
- Ensure smooth workflows for remote work and implement hybrid work where applicable
- Manage and evaluate performance appraisals, including quarterly reviews
- Maintain hourly, daily, weekly, and monthly performance tracking with strict follow-up
Requirements
- Minimum 3+ years managing operational customer service teams in a managerial role
- Dedicated to high-quality customer service and ability to translate customer feedback into actionable improvements
- Proven ability to coach, mentor, and develop culturally diverse teams while driving engagement and motivation
- Excellent communication, negotiation, presentation, and relationship-building skills
- Strong organizational and follow-up skills to ensure timely execution and accountability
- Bachelor’s degree preferred
- Proficiency in MS Office, IB tools, and data evaluation
