CS Manager

Let’s start with the role

The Customer Service Manager is responsible for providing a productive and motivating working environment. They are following and implementing the general strategy within the Team, leading and focusing on people development, Team morale and performance, overall operation and function of the department.

As a CS Manager you will:

• Collaborate with the head/director in accomplishing the overall goals of the division;
• Create strategic plans, set long, medium and short-term goals and turn new ideas to projects;
• Monitor BPO providers and deliverables;
• Allocate projects and monitors progress, provide advice and assist when needed;
• Analyze, evaluate and report for the overall results of the internal and outsource operations (quantitative and qualitative metrics);
• Collaborate with supervisor and team leaders to ensure the smooth internal and external operations;
• Monitor performance and needs of direct reports and overall performance of the department;
• Responsible for recruiting needs and processes;
• Collaborate with the QC team in regards of the qualitative reports (agents/ department evolution according to the KPIs);
• Be updated regarding the customer service trends, tools and practices.

What you’ll bring 

• At least 5 years of experience in a relative position in customer service management;
• Knowledge of Lean Six Sigma Methodology is desirable;
• Passion about Customer Service, with a data-driven approach and the ability to succeed in a dynamic environment;
• Excellent organizational, communication, and interpersonal skills;
• Self-motivated, autonomy in decision making, quick reaction to sudden incidents, efficient, flexible;
• Excellent Command of the English language, both written and spoken;
• Available to travel as the role requires occasional face-to-face meetings with colleagues or to visit partners and/or 3rd parties.

Kaizen Gaming Perks

• 🕑 Hybrid model of working; 
• 🏃 A buddy will support you with your onboarding;
• 💸 Competitive salary package and bonus scheme;
• 👩‍⚕️ Health insurance for you and your family;
• 💰 Monthly meal allowance 
• ⭐Developmental 360° feedback framework;
• 📚 Unlimited access to Udemy & continuous training