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