Sr. Specialist – Customer Service Operations (CS OPS)

Sr. Specialist – Customer Service Operations (CS OPS)

Location:

Function:

Experience : 3-6 Years

Role Purpose

What We’re Looking For

Experience

• 3+ years in

  Customer Service (BPO / Contact Center Operations)

• Proven track record in

  vendor management

  and

  operational excellence

• Exposure to

  Retail, eCommerce, or Digital consumer service environments

• Experience managing

  multi-country or complex CS processes

KPI Understanding

• Strong knowledge of

  Customer Service KPIs

  such as:

• NPS (Net Promoter Score)

  – measuring consumer satisfaction & loyalty

• AHT (Average Handling Time)

  – measuring case handling efficiency

• CSAT, FCR, Service Levels

  (good to have)
• Ability to analyze performance metrics and drive improvements

Knowledge

• Solid understanding of

  budget management

• 📈 Benefits: control costs, improve ROI, enable growth
• 📉 Risks: overspending = reduced profitability; under-spending = poor service quality
• Strong grasp of

  process optimization & continuous improvement

Tools & Systems

• Hands-on experience with

  CRM platforms

  :
• Salesforce (preferred)
• Zendesk, Oracle, or similar CRMs
• Familiarity with reporting tools like

  Profit, Leonardo, Gendex

• High proficiency in

  Excel & reporting dashboards

Soft Skills

• Results-driven with strong

  problem-solving & risk management

  abilities
• Excellent

  stakeholder & vendor management

  skills
• Ability to

  adapt quickly

  in a dynamic environment
• Strong communication skills in

  English (verbal & written)

Key Responsibilities

• Ensure a

  premium CS experience

  across all channels in Emerging Markets

• Manage BPO/vendor operations

  : drive targets, align processes, and act as first escalation point

• Monitor KPIs

  : NPS, AHT, case backlogs, service levels, and quality standards
• Lead

  business reviews

  with vendors (monthly/quarterly/annual)

• Optimize processes

  and implement rollouts/new functionalities across regions
• Manage and support

  budget planning & cost efficiency

• Drive

  continuous improvement initiatives

  and hold vendors accountable
• Support

  people management

  by guiding vendor team structures & workload efficiency

Minimum Qualifications

• Bachelor’s degree in Business, Communication, or related field (or equivalent experience)
• 3+ years of experience in

  Contact Vendor Management

  within Retail, Digital, or eCom
• Expert knowledge in

  Consumer Service operations

• Strong project management & reporting experience