Job Level
Mid-LevelSenior
About the role
- Location: Antananarivo, Madagascar; Customer Service Manager steering call center service team with customer-centric vision.
- Manage service function operations while focusing on enhancing a customer-centric culture across the business.
- Steer and motivate the workforce, building a top-performing operational team and instilling a culture of accountability, results, and flexibility.
- Enable managers to guide teams effectively, fostering teamwork within a merit-based network.
- Evaluate and optimize workforce capacity and skills mapping within call center structure across service lines and products.
- Develop and review processes and policies to ensure clients are served within required timelines and enhance customer satisfaction.
- Ensure efficiency in case management and resolution of customer escalations within endorsed SLAs.
- Continuously document recommendations and drive implementation to guarantee improved performance.
- Develop and implement systems and projects to ease customer access to products and services; monitor, track, and report on viability of resources and remote functions.
- Ensure timely billing and vendor management of call center operational costs and drive cost-optimization; liaise with Telcos for remote working services.
- Review outgoing customer communications before release and steer onboarding team for sustained customer satisfaction.
- 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 through periodic feedback loops.
- Partner with other functions to define and implement programs and oversee call center growth.
- Manage disciplinary issues with documentation; involve HR where applicable.
- Ensure reporting on service campaign performance (daily/weekly/monthly) and maintain absence records and trackers.
- Develop tracking systems to identify trends and maintain accountability; control shrinkage to not exceed 35% of total headcount per team.
- Ensure smooth workflows for remote work and implement hybrid work where applicable; manage and evaluate quarterly performance appraisals and ongoing performance tracking.
Requirements
- Demonstrate minimum 3+ years managing operational customer service teams in a managerial role, preferably in common or dedicated environments.
- Dedicated to high-quality customer service, consideration and the capacity 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 to influence and deliver service improvements.
- Strong organizational and follow-up skills to ensure timely execution and accountability.
- Hold a bachelor’s degree (preferred).
- Proficiency in MS Office, IB tools, and data evaluation.