Customer Care Operations Manager

About the Role
We are seeking an experienced and results-driven Customer Care Operations Manager to lead our customer service teams. This role is responsible for overseeing daily operations, ensuring service excellence, and driving continuous improvements to enhance the customer experience across multiple channels.

Key Responsibilities
Manage day-to-day operations of the customer care department across phone, email, chat, and social media channels.
Lead, motivate, and develop a team of supervisors and customer care officers to deliver outstanding service.
Establish and monitor key performance indicators (KPIs) to ensure service quality and efficiency.
Handle complex customer issues and escalations, ensuring timely and effective resolution.
Collaborate with internal stakeholders to implement process improvements and new service initiatives.
Oversee training programs to enhance staff skills and customer care standards.
Ensure compliance with company policies, regulatory requirements, and data privacy standards.
Prepare reports and provide insights to senior management on customer feedback, trends, and performance.