Operations & Service Delivery
- Oversee end-to-end CX operations to ensure consistent, high-quality customer service.
- Ensure achievement of SLAs, KPIs, and client commitments across all channels.
- Manage daily operations including staffing, scheduling, productivity, and adherence.
- Ensure compliance with company policies, regulatory requirements, and security standards.
People & Performance Management
- Lead, coach, and develop Team Leads, Supervisors, and CX staff.
- Drive a performance culture through goal setting, reviews, and corrective actions.
- Partner with Training and QA teams to address skill gaps and quality improvements.
- Support succession planning and talent development initiatives.
Quality, CX & Continuous Improvement
- Monitor and improve CSAT, NPS, FCR, AHT, and quality scores.
- Analyze customer feedback, complaints, and escalations to identify root causes.
- Lead continuous improvement initiatives using COPC, Lean, or Six Sigma principles.
- Implement best practices to enhance customer journeys and service efficiency.
Key Skills & Competencies
- Strong CX operations leadership
- Data analysis & problem-solving
- Process improvement methodologies (COPC, Lean, Six Sigma)
- Excellent communication and decision-making skills
