Customer Success Operation Manager (External Contract)

Mission/ Core purpose of the Job:  (Short description)
· To manage and monitor establishment of qualitative support services to Customer Service team.
· To ensure optimal utility and functionality of Customer Service operating systems and to serve as the major integration point between different front lines, the rest of company and other enterprises to support customer queries.  
Investigate all the issues in minimum time and responds to relative customer accordingly. 
Task Complexity:
· To have active collaboration with project, planning team and enterprise customers for running assigned projects and plans, enhancing customer experiences and welcome customers entrance to the digital world of customer care.
· To actively lead back office environment, increasing motivation and job satisfaction solutions to decrease the turnover of back office team members. 
· To manage cross-functional, interdepartmental and external relationships to facilitate the investigations on escalated issues,
· To manage all activities for solving referred subscribers’ queries to Customer Service Back office team by ensuring issue escalation to proper department and 3rd parties and making outbound calls from CS back office team to the subscribers, all based on agreed PPPs and SLAs.
· To review team current processes constantly, identify gaps and suggest solutions and enhancement to improve their efficiency in cooperation with quality assurance team.
· To attend all meetings held for log resolution of escalated issues to CS Back Office with other departments/teams/Enterprises and ensure the results are shared with team and front lines properly.
· To generate team routine daily/weekly/monthly and adhoc reports for the management.
· To conduct high level analysis and interpretation on team activities data and received logs also communicates them to the business and CR management
· Manage, monitor and measure team performance.
· Continuous improvement on back office efficiency and decrease back log as well as increase first call resolution.
Education:
· B.Sc. in Computer Engineering/Science , Commerce, Industrial Engineering or related
Master in MBA, Management, Industrial Engineering is an advantage. 
Experience: 
· Minimum of 3-5 years’ experience in area of specialisation; with experience in supervising/managing others
Experience working in a medium to large organization.
Skills / physical competencies: 
· Analytical skills
· Communication Skills
· Problem-solving skills
· Project Management Skills
· Computer Skills
· Stress Management
· Negotiation Skills
· Presentation Skills
· People Management Skills
· Leadership skills
· Interpersonal Skills
· Design Thinking Skills
Fluent in English