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Operations Manager 2 (Product Safety/Liability - CE Operation Specialist)

Job ID: 25-09401
Pay rate range: $25/hour. to $28/hr. on W2
Hybrid – 4 consecutive days in office (M-TH 9 am-6 pm EST),

Job Description:

Top Skills: Project Management / Logistics / Customer Care

Job Description Summary

CE PL Operation Specialist will contribute to the team's growing need of business intelligence, insights/dashboard management, strategic development, customer experience, and related best practices

1. Maximize customer satisfaction by providing prompt actions to customers' needs and obtain quality photos/data to determine the root cause of the claim to defend or accommodatethe  customer's claim
2. Provide efficient solutions to customer-facing agents by developing and operating a guide and content
3. Use various tools/dashboard/systems to quantify the agent's performance of customer care and develop appropriate actions to improve performance and quality

Job Description
1. [Customer Experience Management] Analyze end-to-end processes that customers experience and participate in providing suitable resolutions accordingly, and in a controlled & monitored turnaround time for each action of the customer claim process
2. [Quality Management] Monitor and review customer calls/tickets for customer care quality control, carry out activities to secure the quality competitiveness of our company and customers
3. Maintains and improves operational quality by monitoring system performance, identifying and resolving problems, and preparing and completing action plans.
4. Identify/resolve the bottleneck of customer care status and resolve with internal/external stakeholders (HQ, BPO, PI, etc.).
5. Review & maintain policies, SOP (Standard Operating Procedures), to keep up-to-date policies and guides for agents to use as well as find any conflicting policies to provide resolutions.
6. Track & manage service tracking to ensure swift service procedures and rapid follow-up on completed service tickets, and give feedback to stakeholders for immediate action on needed items
Main R&R
- Case management for CE claims
- Pending Management (KPI, LTP)
- QA and training agents for CE
- Case Tracker Management for special issue
- CPSC claim management (Customer care/tracker) (CE)
- Monitoring FCCM report quality (ACQ/OS Reports)
- Special Projects
- Backup Customer Care Resolution
- EnR Submission/Management
- Periodically report to the manager
- Develop SOP for CE & maintain up-to-date policy/procedures
- Work to de-escalate customer situations while finding an appropriate solution; involve upper management as needed
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