Omni Channels Customer Services Manager

This role is responsible for managing Omni Channels of Customer Services and leading projects to enhance productivity, reduce volume, and improve the overall customer experience. The position involves analyzing and optimizing existing processes to eliminate errors, manage high call volumes during crises, and ensure strict compliance with service level agreements. Success in this role is measured by achieving key performance metrics such as CSAT scores, reducing avoidable escalations, and maintaining process adherence.