Customer Service Operations Manager
3 days ago
**Ministry of Culture, Community and Youth (MCCY)**
We are seeking a highly skilled and experienced professional to join our team as a Customer Service Operations Manager. This role is responsible for overseeing the call centre management, deploying ground ambassadors, and customer service operations to support the Culture Pass Unit.
Key Responsibilities:
- Develop and implement standard operating procedures, call centre and response protocols, quality assurance measures and scripts and training materials to ensure consistent and accurate information dissemination.
- Monitor call centre performance metrics and implement improvements as needed.
- Work closely with IT and service vendors to ensure system efficiency, security and scalability.
- Coordinate the implementation of business continuity plans for call centre operations to address potential disruptions and ensure service resilience.
Critical Skills and Qualifications:
- Minimum of 5 years of relevant experience in customer service management.
- Experience in managing large-scale customer support operations/call centres, field deployments/ground operations teams, or public outreach programs.
- Proven experience in Business Continuity Planning (BCP) and conducting tabletop exercises to ensure operational resilience.
- Strong leadership and team management skills, with experience in training and overseeing frontline teams.
- Analytical mindset with the ability to track performance metrics and drive data-informed improvements.
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