JOB DESCRIPTION

Job DescriptionThe Operations team in Miravia Customer Care (CC) is responsible of successfully managing and ensuring the fulfillment of the CC strategy through our providers and stakeholders. Making sure all our KPIs and SLAs are met in within Miravias strategy and being capable of solving any requirement from the BPOs team based on the full knowledge of all Miravia´s processesWe are seeking a dynamic and experienced Operational Manager to lead our customer service team. The ideal candidate will possess strong leadership skills, and a minimum of three years of experience in a similar role. This position is responsible for overseeing the day-to-day operations of the customer service department, ensuring exceptional service delivery, and driving continuous improvement initiatives. And defining and optimizing the business processes in order to do this.
Key Responsibilities:• Effectively and professionally manage customer queries (questions, concerns, complaints, requests, and feedback) via call, chat, e-mail, reviews, comments, and other form of communication media on the eCommerce channels and platforms we manage;• Successfully liaise with relevant parties, both internal and external, to ensure timely, efficient, and effective course of action for customer queries;• Strategically form a well thought, thoroughly guided, and most appropriate resolution to customer queries that is effective, efficient, and timely;• Establish stronger customer relationships through courteous pre-sales services and post-sales follow-ups• Define requirements and high-level process/system solutions agreeing with business teams across the company (Payments, customer service, commercial, CX, product, operations, etc)• Ensure that all projects are delivered on-time, within scope, with successful implementations considering all stakeholders with early identification and mitigation of potential risks and issues• Prepare and understand strategy and operational dashboard to evaluate the BPOs performance• Lead and manage the customer service team, providing guidance, support, and motivation to achieve team goals and maintain high service standards.• Oversee the implementation and adherence to customer service policies and procedures, ensuring compliance and consistency across all interactions.• Monitor key performance indicators (KPIs) to assess team performance, identifying areas for improvement and implementing strategies to enhance service quality and efficiency.• Develop and deliver training programs to equip team members with the skills and knowledge required to perform effectively and efficiently.• Prepare and present regular reports on team performance, customer feedback, and operational challenges to senior management• Any other duties as assigned by the management

Please refer the Job description for details