Customer Service Manager
Core
Lead and develop the Customer Service team to drive collaboration, autonomy, and high performance, ensuring business objectives are met and customer satisfaction is elevated.
Role type
Senior Customer Service Manager
Builds
Customer service operations and team capabilities
Domain
Global Business Services (GBS) / Supply Chain
Deliverable
dashboards & analysis
Required skills
Strategic vision, team leadership, talent development, resource management, SLA compliance, performance monitoring, risk management, stakeholder collaboration, change management, data analysis, problem-solving, decision-making, organizational skills, negotiation, influence
Preferred skills
Experience in Global Business Services (GBS), advanced English proficiency
Technologies
None explicitly stated
Responsibilities
Lead and develop the team promoting empowerment and high performance; Establish clear objectives aligned with organizational goals; Manage workload, resources, and staffing for operational continuity; Develop team talent through feedback and growth opportunities; Ensure compliance with processes, standards, and SLAs; Monitor performance indicators and lead improvement plans; Anticipate critical situations and minimize risks; Collaborate with clients and internal stakeholders to optimize service levels; Drive initiatives to improve customer experience and operational efficiency.
Seniority
Senior, hands-on IC with strategic leadership