As a CX Operations Manager, you will serve as a strategic leader dedicated to streamlining operations, reducing costs, and increasing productivity through proven methodologies and cutting-edge technology. You will be responsible for the daily oversight of voice operations, ensuring that the team delivers high-quality customer experiences while meeting and exceeding performance goals.
Key Responsibilities
Team Leadership and Development
- Supervise, mentor, and provide direct leadership to Team Leaders and Senior Team Leaders.
- Motivate team members to uplift their performance and achieve professional growth.
- Develop and implement comprehensive training programs to enhance team skills.
- Conduct regular performance reviews and provide consistent feedback to ensure alignment with company standards.
Operational Excellence
- Drive service levels in sync with process and span-level KPI goals.
- Ensure operational efficiencies through strong governance of metrics such as Average Handle Time (AHT), attrition, shrinkage, and First Call Resolution (FCR).
- Drives operational performance through effective forecasting, staff planning, and workforce optimization.
- Develop and implement standard operating procedures to streamline workflows and improve overall efficiency.
Customer Experience Management
- Maintain high levels of customer satisfaction by ensuring service quality and addressing escalated issues promptly.
- Ensure that coaching for team leaders focuses on delivering a superior customer experience on calls.
- Implement processes for capturing and acting upon customer feedback to drive continuous improvement.
Data Analysis and Reporting
- Perform deep-dive data analysis on all KPI metrics on a Week-over-Week (WoW) basis.
- Prepare and present reports for Weekly Business Reviews (WBR) and Quarterly Business Reviews (QBR) based on KPI progression.
- Use data-driven insights to guide decision-making and strategic planning.
Qualifications and Eligibility
- Education: Bachelors degree in any field.
- Experience: Proven experience (minimum 1.5 - 2 years) as an Operations Manager in BPO environment.
- Performance Management: Expertise in formulating scorecards and performance traction plans.
- Strategic Planning: Ability to align business planning and policies with overall company operations.
- Stakeholder Management: Effective collaboration with Workforce Management (WFM) and other internal departments.
- Analytical Thinking: Strong problem-solving abilities with a focus on metric-driven results.
What We Offer
- Competitive salary and benefits package.
- Opportunities for professional growth and leadership development.
- A dynamic, supportive, and multilingual work environment.
