Customer Service Operations Manager

Description

Job Summary: A growing company is seeking a Customer Service Operations Manager to lead and optimize customer service operations, ensuring operational efficiency and excellence in customer experience. Key Highlights: 1. Lead and optimize customer service operations 2. Team management and continuous process improvement 3. Cross-departmental collaboration with multiple departments Job Description A growing company is seeking a **Customer Service Operations Manager** to lead and optimize customer service operations, ensuring operational efficiency, SLA compliance, and excellence in customer experience. The role will be responsible for team management, process improvement, and analysis of key metrics to ensure scalable, results-oriented service. Responsibilities * Supervise daily customer service operations (phone, email, chat). * Lead Team Leaders and support teams. * Define and monitor KPIs: SLA, CSAT, NPS, FCR, response time, and resolution time. * Implement process improvements and workflow optimization. * Resource planning and forecasting management. * Escalation management and quality control. * Cross-departmental collaboration with IT, Product, Sales, and Operations. * Preparation of executive reports and performance dashboards. Requirements * \+5 years of experience in Customer Service or Operations. * Experience managing teams in dynamic or multinational environments. * Experience with CRM tools (Salesforce, Zendesk, HubSpot, or similar). * Strong analytical capability and metrics orientation. * Experience in continuous improvement and process optimization. * High proficiency in Spanish and English (preferred). * Residency in Spain and valid work permit. Employment Type: Full-time Salary: €45,000.00 per year Benefits: * Professional development support * Meals provided at the office * Option for an indefinite-term contract * Private health insurance Work Location: On-site