Dispatcher Manager (CCD)

Optimize the operations of the Client Care Department and continuously improve the quality of customer service by enhancing team performance, implementing efficient processes, and ensuring high customer satisfaction across all communication channels.

Responsibilities:

1. Manage a team of dispatchers and customer service operators (planning, supervision, motivation, training)

2. Optimize processes: implement new standards, procedures, scripts, and KPIs

3. Analyze department performance metrics and implement improvements to increase efficiency and service quality

4. Set up and maintain a system for monitoring the quality of calls and customer interactions

5. Handle complaints and complex cases; work on improving the overall customer experience

6. Personally resolve critical or sensitive customer issues

7. Collaborate with department heads to develop and continuously improve operational process scripts

Expectations:

1. 2–3 years of experience managing a team of dispatchers or a contact center

2. Strong understanding of customer service, logistics, or service industry operations

3. Data-driven decision-making approach

4. Ability to build workflows from scratch or optimize existing ones

Conditions:

1. Remote work from anywhere in the world

2. Work schedule: Monday to Friday, 8 AM – 5 PM PST (California time)

3. 2-month probation period

4. Financial incentives for engaging in sports activities

5. Access to corporate online training events