Customer Service Manager

Job Overview
We are seeking an experienced CS Manager to oversee customer service operations,
performance management, and reporting. This role is critical in ensuring KPI achievement, high
CSAT performance, and efficient daily operations while coordinating closely with internal teams
and leadership.
Key Responsibilities
1. KPI, Performance & CSAT Management
• Oversee individual and team KPIs and ensure performance targets are met.
• Conduct monthly, semi-annual, and annual performance reviews with the CSR Team
Lead.
• Review KPI results to ensure accurate incentive payouts.
• Analyze CSAT trends and implement strategies to maintain and improve customer
satisfaction.
2. Recruitment & Training Coordination
• Conduct final interviews together with the CSR Team Lead.
• Coordinate hiring decisions with HR.
• Identify coaching or refresher training needs and coordinate with HR and the Team Lead
(training delivery handled by Training/QA).
...