Responsibilities
- Lead customer experience teams and assistant managers across Tier 1 to Tier 3 operations, driving high performance at all levels.
- Monitor and improve key performance metrics such as service level agreements, customer satisfaction, quality, cost efficiency, and team development.
- Promote and implement innovative operational approaches to support ongoing improvement and increased efficiency.
- Serve as the primary escalation contact for resolving major operational, client, or service delivery issues.
- Partner with senior leaders in recruitment, human resources, workforce management, quality assurance, and product teams to align goals and enhance outcomes.
- Foster leadership development and create succession plans to strengthen the long-term capability of customer experience operations.
Work Arrangement
On-site
Responsibilities
- Lead vibrant CE teams and Assistant Managers across Tier 1-3 operations, motivating excellence at every level.
- Oversee and elevate key performance indicators including SLAs, CSAT, quality, cost, and team development.
- Champion innovative operational strategies, fueling continuous improvement and enhanced efficiency throughout.
- Act as the senior escalation point, confidently handling critical operational, client, or delivery challenges.
- Collaborate closely with senior leaders in Recruitment, HR, Workforce, QA, and Product to align objectives and amplify impact.
- Cultivate leadership growth and succession planning to build a resilient, future-ready CE operations team.
