Customer Support Operations Manager

A company is looking for a Manager, Servicing Customer Support. Key Responsibilities Provide operational oversight of outsourced Customer Service operations, ensuring accountability to SLAs and quality standards Oversee internal Customer Service operations for accuracy, efficiency, and compliance with company policies Manage executive-level escalations and lead cross-functional resolution efforts, ensuring regulatory compliance and risk mitigation Required Qualifications Minimum 5 years of experience in customer service or relevant field, with at least 3 years in a leadership role Advanced proficiency in MS Office Suite Experience managing outsourced or BPO partners preferred Strong analytical skills with experience in managing KPIs such as SLA and CSAT Knowledge of collection industry regulations