Related skills
sql google sheets tableau excel leadership📋 Description
- Lead regional CS operations across 4-8 managers and 8-15 agents.
- Escalate and resolve complex, high-risk cases affecting brand/community.
- Coach managers and develop performance plans for service teams.
- Establish best practices for case handling and document workflows.
- Ensure staffing, onboarding, and ongoing trainings for teams.
- Partner with Capacity Planning and WFP to manage headcount and coverage.
🎯 Requirements
- 10+ years in customer service/ops; 5+ years managing staff, ideally managers.
- Proven track record improving team performance and crisis management.
- Experience deploying resources for real-time crises and high-severity cases.
- Data analysis and reporting to identify trends; develop performance standards.
- Translate big goals into concrete actions and targets; strategic thinker.
- Available to work weekends/holidays/on-call; proficient with Tableau/SQL/Excel/Sheets.
🎁 Benefits
- Inclusive culture with diverse, welcoming teams.
- Remote-friendly environment with flexible scheduling.
- Opportunities for career development and internal mobility.
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