Senior Operations Manager
hace 1 mes
We are seeking an experienced Senior Operations Manager to lead our customer service team in Switzerland. As a key member of our leadership team, you will be responsible for supervising and guiding a team of customer support representatives, ensuring they meet or exceed service level agreements (SLAs). Your expertise will also help us improve processes, enhance customer experience, and achieve business objectives.
About You
You should have a Bachelor's degree in a related field and at least three years of experience in customer support, preferably in financial services. Your strong leadership skills and ability to handle escalated customer inquiries will make you an asset to our team. Additionally, your experience in a call center environment is preferred but not required. We value candidates with a stable employment history and those who can contribute to strategic planning initiatives.
Responsibilities
Your responsibilities as a Senior Operations Manager will include:
- Supervising and leading a team of customer service representatives
- Monitoring team performance metrics and ensuring SLAs are met or exceeded
- Handling escalated customer inquiries and resolving issues promptly and professionally
- Collaborating with cross-functional teams to improve processes and enhance customer experience
- Conducting regular team meetings and performance evaluations
- Developing and implementing training programs
- Preparing reports and analyzing data to identify trends and recommend improvements
Salary Range
The estimated salary for this position is CHF 80,000 - CHF 110,000 per year, depending on experience. We offer a competitive benefits package, including health insurance, retirement plan, and paid time off.
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