We are an International Tech start-up who is looking for an Operations Manager with experience in the fields of Customer Service and User Operations.
- Someone who can fully monitor and analyse Chats, Calls, E-mails, while always bearing in mind that our focus and key point is the customer and the customer’s needs.
- This person must be a data-driven individual who believes that a thorough analysis, together with motivated Customer Service Agents and Team Leaders can improve the overall quality of the service.
- Someone who is versatile and ready for the possibility of handling other matters related to offline operations, business development or even operational-heavy marketing activities.
- This is a full-time job, where you are an experienced person who will be given the opportunity to handle and supervise a team(s) of Customer Service.
- Experience in handling teams of employees, customers and Customer Service is a must for this role.
Skills and Educational / Qualification Requirements:
- Bachelor’s degree from any stream
- 5+ years of experience of handling customer service/support operations
- Handled a team size of 10+
- Excellent communication skills with outstanding command over English language
- Computer savvy and strong knowledge of MS Office i.e. MS Excel, PowerPoint from reporting perspective
- Experience working with Zendesk, Avaya, Salesforce or other CRM platforms
- Analytics-driven individual with excellent problem-solving skills
- Flexibility and 24x7 availability to support the team in need, mange crisis situation so that business runs smoothly
- Someone who excels at Teamwork and is Proactive
- Team player, who understands that they are leading a Team, thus, who has to understand their Team’s needs
- Understanding of Customer Service and is capable of obtaining feedback to improve the service provided by the company
- Tracking the agents’ activity and making Reports
- Dynamic and is also able to handle business-related activities if required.
Our location is close to the Airport Residential Area, Accra (Ghana) and salary is offered based on the last drawn salary slip and/or experience.