Senior Customer Service Manager (Remote)

Resolvable is seeking an experienced Senior Customer Service Manager to lead customer service operations within a fast-paced BPO environment.

This is a senior leadership role requiring a proven track record of managing large customer service operations, leading Team Leaders, driving operational performance, and building strong client relationships. We are looking for a results-driven leader who can deliver operational excellence while developing high-performing teams.

Please note: This role is intended for experienced Customer Service Managers or Operations Managers. Applications from candidates whose experience is limited to Customer Service Advisor or Team Leader positions will not be considered.

Key Responsibilities

• Lead and oversee day-to-day customer service operations across one or more client accounts.

• Drive performance against key operational KPIs, including CSAT, SLA, AHT, FCR, Quality, Productivity, Attendance, and Attrition.

• Provide leadership, coaching, and performance management to Team Leaders and their teams.

• Analyse operational performance and implement strategies to improve efficiency, quality, and customer satisfaction.

• Build and maintain strong relationships with clients and stakeholders.

• Prepare and present operational reports and performance updates to senior leadership and clients.

• Resolve complex operational challenges and customer escalations while ensuring service excellence.

• Ensure compliance with company policies, client requirements, and operational standards.

• Identify opportunities to improve processes, increase productivity, and enhance the customer experience.

Essential Requirements

• Minimum of 5 years' experience in a Customer Service Manager, Operations Manager, or equivalent senior leadership role.

• Proven experience managing Team Leaders and large customer service teams.

• Demonstrated success in achieving and improving operational KPIs.

• Strong experience managing client relationships and leading operational reviews.

• Excellent leadership, coaching, communication, and decision-making skills.

• Strong analytical and problem-solving abilities with a data-driven approach.

• Experience working within a remote or hybrid environment is advantageous.

What We're Looking For

The successful candidate will be a confident and commercially minded leader with a passion for operational excellence. You will have the ability to motivate teams, improve performance, manage client expectations, and lead through change while maintaining exceptional service standards.

Salary

Competitive salary, commensurate with experience.

If you're ready to take the next step in your leadership career and make a meaningful impact in a high-performing BPO environment, we'd love to hear from you.

How to Apply

To apply for this position, please complete your application using the link below.

Applications must be submitted through the application link to be considered. Shortlisted candidates will be contacted.
https://app.connecteam.com/#/apply?link=852ed63c-7861-4706-bf89-975146a531bc