Customer Service Operations Lead

Work with CS controllers to manage cost follow-ups. Conduct security audits and follow-ups in collaboration with the Security team. Ensure effective communication flow in partnership with Communication Specialists. Oversee the rollout of new solutions and processes in collaboration with the Value Stream team. Adapt local solutions and processes in collaboration with global teams based on regional needs. Support and guide the escalation of sensitive customer cases connected to the region/market

COLLABORATION
Act as the primary point of contact for regional and sales market teams. Collaborate with regional and market teams to discuss customer service delivery and customer service offerings. Ensure seamless communication with the help of Communication Specialists. Gather and pass on feedback captured through Customer Service to the relevant region/market, aiming to automate through reports.
STAKEHOLDER ENGAGEMENT
Serve as a point of contact for stakeholders, facilitating communication between customer service teams and stakeholders. Gather feedback from customer service interactions and convey it to the appropriate region/market, aiming to automate reporting processes. Share feedback with the Customer Service organization to drive improvements.
QUALITY & KNOWLEDGE SPECIALIST
Quality
* Maintain and control quality assurance processes and standards.
* Set targets and track key performance indicators (KPIs) related to quality.
* Calibrate and spot-check centers quality personnel.
* Identify areas for improvement and provide feedback to relevant teams.
* Analyze performance data to identify trends and areas for improvement.
* Report on quality metrics to senior management and relevant stakeholders.
* Develop and implement continuous improvement initiatives.
* Collaborate with teams to develop action plans for addressing quality issues.
Knowledge
* Develop and maintain a comprehensive knowledge base for customer service teams.
* Ensure that knowledge base content is accurate, up-to-date, and easily accessible.
* Implement knowledge management best practices and tools.
* Create and update knowledge articles, FAQs, and other support materials.
* Collaborate with subject matter experts to gather and document information.
* Ensure that content is clear, concise, and user-friendly.
* Develop and deliver training programs for customer service teams.
* Ensure that training materials are aligned with the knowledge base.
* Monitor the effectiveness of training programs and make improvements as needed.