Senior Customer Service Operations Manager

EXPERIENCIA(S) REQUERIDA(S)

IDIOMAS

EDUCACION SUPERIOR

DESCRIPCION DE LA OFERTA

As a Customer Service (CS) Senior Operations Manager at Remitly's Nicaragua site, your task will be to help transform the traditional global remittance industry, specifically through developing, managing and leading world-class CS teams. This includes managing, executing and continuously improving the ongoing CS support needed to meet service level agreements (SLA), quality and productivity targets; making key hiring decisions, implementing succession plans, developing people, and managing individual and team performance; supporting and executing the operational direction of the site’s CS teams in support of company goals and initiatives; driving operational continuous improvement efforts leveraging teams and resources across the company; and providing project management as it relates to the operational support of current and future products, services and markets.

Job Requirements

Drive team and individual success against key performance indicators (KPIs) for areas of responsibility.
Manage performance of multiple direct reports which may include front line CSRs, Tier 2 level CSRs and Team Leads – as well as additional individual contributor roles as needed.
Execute on succession planning, recruiting (as hiring manager), retention and career development tactics directly and in conjunction with peers, Human Resources (HR) and Recruiting.
Ensure adequate and the appropriate level of CS support capacity for assigned shifts, teams and initiatives on an ongoing basis.
Contribute to the development of and then execute on operational project and initiative roadmaps to ensure ongoing performance, process or tool improvements and scalability.
Proactively identify operational risks or issues and work closely with internal and external partners and stakeholders for solutions.
Identify and contribute to the creation of new metrics, KPIs, reporting and monitoring to drive operational excellence.
Actively nurture appropriate communication and feedback loops inside the team and throughout the company to leverage insights and learning to their fullest potential.
Model and promote the Remitly core values at all levels of the operations.

Job Qualifications

Bachelor’s degree in a technical, business, or related field.
At least five years’ experience managing CS teams in a fast paced technology environment, including at least three years’ experience managing multiple levels of roles including but not limited to people managers such as Team Leads.
Demonstrated success working under pressure of deadline with competing priorities.
At least two years of Intermediate proficiency in Excel and working with data to drive decisions.
Experience working with a 24x7 environment and a willingness to adjust schedules to accommodate emerging business
Excellent verbal and written communication skills (English).
Preferred Qualifications:

Advanced degree (technical or MBA) or equivalent work experience.
Lean Six Sigma Green or Black Belt Certification.
Knowledge of the financial services or payments industry.
Exceptional organizational skills.
Experience working with or for a BPO.
Third language a plus, such as French, German, Italian or Chinese.