Customer Service Operations Manager

Job Description

Viator is seeking a Customer Service Operations Manager to join their team in Oxford, England. This role is hybrid, requiring 3 days per week in the office for day shifts, with late/evening shifts being home-based. The Customer Service Operations Manager will be responsible for recruiting, developing, and managing the department within the in-house call center operations, focusing on escalations, social media, and complaint resolution. The individual will report to the Director of Customer Services and will have frequent exposure to the management teams of Viator. Viator is looking for someone with a strong analytical approach and a proven track record of managing processes and teams with a high level of attention to detail.Responsibilities:

• Evaluate performance and ensure the teams utilize the service management metrics.
• Direct and motivate direct reports and teams to achieve agreed targets.
• Effectively manages performance of the team, addresses under performance in a swift manner and openly celebrates success.
• Coordinate coaching and training of staff onsite.
• Identify and implement initiatives to improve employee engagement.
• Determine daily plan to meet and exceed business performance targets.
• Monitor customer feedback and interactions to ensure we leverage customer insights to build a culture of continuous improvement.
• Manage, respond and track forum reviews for Viator.

Requirements:

• At least five years of experience managing a Customer Support team across different cultures with managing US employees.
• Passion for solving customer issues.
• Strong time management/prioritisation skills and multi-tasking ability.
• Excellent editorial judgement and command of the English language.
• Experience with relevant applications, including voice support, email, CRM/Customer Support Tools, Microsoft Office, Google etc., Social Media Applications.

Viator offers:

• Hybrid work model