Job Description

Role Title

Operations Manager – Customer Service

Role Summary

The Operations Manager is responsible for driving operational excellence, customer satisfaction, people leadership, and business performance within a customer service environment. This role oversees day-to-day operations, ensures achievement of service delivery targets, manages client relationships, and leads continuous improvement initiatives while fostering a high-performing and customer-centric culture.

Key Responsibilities

Operations Management

• Monitor and track daily operational performance against established KPIs, SLAs, productivity, quality, and customer satisfaction targets.
• Ensure all operational processes are executed efficiently, accurately, and within agreed timelines.
• Drive adherence to organizational policies, procedures, compliance requirements, and operational controls.
• Manage escalated customer concern...