Customer Relations Manager

Job Summary

A company is looking for a Customer Relations Manager in the Office of the President.

Key Responsibilities

• Lead and develop a team focused on resolving complex customer escalations
• Analyze escalation patterns and recommend process improvements for implementation
• Monitor team performance using KPIs and report on ROI from team initiatives

Required Qualifications

• 5 years of experience in Internet Service Provider (ISP) operations
• 3 years of experience leading teams in a customer-facing environment
• Experience in contact center or customer service
• Experience conducting data analysis and process improvement initiatives
• Ability to work non-standard hours, including nights and weekends