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Job Description
Structured overview of role & requirementsAbout This Role
Drive vendor performance and customer experience metrics by managing operational excellence and continuous improvement.
Monitor and improve key metrics such as Productivity, FCR, CSAT, CSCI, AHT, MRT, and Sales Leads via data analysis and stakeholder collaboration.
Own operational risk management, including business continuity issues and vendor relationship management with cross-functional teams.
Minimum Requirements
8+ years of experience in Customer Service or Customer Operations.
2-3+ years of team leadership experience, preferably managing up to 50 employees.
Proven skills in KPI management, data analysis, RCA, and vendor/stakeholder collaboration.
Strong understanding of customer experience metrics like CSAT and NPS.
Ideal Candidate Profile
Experienced operations leader with strong vendor management and data-driven decision-making abilities.
Skilled at building trusted relationships with internal and external partners to achieve business outcomes.
Proactive in identifying and mitigating operational risks, driving continuous improvement initiatives, and effectively managing multiple priorities.