Customer Service Operations Manager - 5CA | New Day Jobs (Yangon, Myanmar)

Impact

You will lead multiple CS teams to ensure upkeep and improvement of SLA, supporting our people in their daily activities and optimizing results.

Job

We are looking for an experienced Operations Manager to take on the day-to-day Customer Service operations for one of our clients. You manage established CS teams and expand where needed. You bring people, processes and tools together in the best way possible, improving customer satisfaction and ensuring SLAs are met. Can you make it happen?

Responsibilities

• Lead & coach Team Lead(s) and Senior Agents
• Monitor and optimize a variety of Customer Service SLAs & KPI targets
• Create performance management structures to achieve the team's success
• Act as the main point of contact for clients for operational matters, collaborate closely with account management
• Update clients on a regular basis about 5CA's support services through weekly meetings and monthly business reviews
• Continuously improve workflows and processes, liaise with internal departments like L&D and HR

Requirements

• Minimum of 5 years in customer service, of which at least 3 year in a leadership role
• Thorough understanding of contact center KPIs and how to improve them
• Able to work under pressure in a dynamic work environment
• Leadership style: you lead by example
• Previous experience with Zendesk is a plus

We offer

• A salary matching market standards including secondary benefits and vacation days
• A fast-growing organization (double-digit growth!) and an international, inclusive company culture
• Remote working opportunities, with flexible working hours.
• A talented and engaged workforce, working from home across the globe
• Continuous learning and plenty of opportunities for growth within your field of expertise

About Us

5CA is a global outsourcing partner providing 100% remote CX and PX, passionate agents, and data-driven insights. Founded in 1998, we represent some of the biggest names in gaming and tech and level up their customer and player experience.

We're work from home experts with 23+ years' experience in gaming, digital services, and beyond. Our diverse global community is full of ardent gamers and digital natives, troubleshooting for brands they love, from home, in their languages.

We're not just another brand gone remote. We do WFH right, have done it forever, and will do it forever.

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