Job Description

• Oversee daily operations of the customer experience center to ensure efficient and effective service delivery.
• Lead, mentor, and develop teams to achieve performance targets and maintain high levels of employee engagement.
• Implement and monitor operational policies, procedures, and best practices to optimize workflow and productivity.
• Analyze operational data and key performance indicators to identify trends, areas for improvement, and actionable insights.
• Collaborate with cross-functional teams including customer support, technical support, and sales to drive process improvements.
• Ensure compliance with company standards, industry regulations, and client requirements.
• Manage resource allocation, scheduling, and workforce planning to meet business objectives.
• Drive continuous improvement initiatives using AI-powered tools and analytics to enhance service quality.
• Handle escalated customer issues and resolve complex operational challenges promptly.
• Prepare and present regular reports on operational performance, team achievements, and project outcomes to senior management.

Job Requirements

• 4-6 years of experience in operations management, preferably within customer experience, contact center, or related industries.
• Proven track record of leading and developing high-performing teams in a fast-paced, in-office environment.
• Strong analytical skills with the ability to interpret data and drive process improvements.
• Excellent communication, interpersonal, and leadership abilities.
• Demonstrated experience in implementing operational policies and procedures.
• Ability to manage multiple priorities and adapt to changing business needs.
• Experience with workforce planning, scheduling, and resource allocation.
• Familiarity with omnichannel support environments (phone, email, chat, social media).
• Problem-solving mindset with a focus on delivering results and customer satisfaction.
• Proficiency in using technology and analytics tools to monitor and improve operations.

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