CSR Manager
Core
Manage customer service staff to handle inquiries, investigate requests, and resolve problems while maintaining high service quality and operational efficiency.
Role type
Senior IC customer service operations manager
Builds
Efficient and professional customer service operations for payment solutions
Domain
Financial services / Payment processing
Required skills
Team leadership, operational process development, compliance management, performance monitoring, scheduling, policy implementation
Preferred skills
Problem-solving, knowledge of operational systems and policies, regulatory understanding, verbal and written communication, computer applications proficiency
Responsibilities
Coach contact center personnel, develop and enhance training procedures, implement department operating policies, monitor tracking and performance mechanisms, plan and schedule departmental activities, ensure adequate staffing and volume standards
Seniority
Mid-level, hands-on IC
