Service Operations Specialist

Key Deliverables:

• Oversee and manage the P&L for 500+ FTE International Voice Customer Service Operations.
• Lead and drive strategic and tactical operational directions to achieve business objectives.
• Ensure adherence to key performance metrics such as Staffing Adherence, Schedule Adherence, and Customer Experience scores.
• Conduct regular business reviews to monitor performance and implement operational improvements.

Role Responsibilities:

• Manage large teams across multiple business accounts, ensuring operational goals are met.
• Collaborate with client stakeholders and internal leadership to maintain customer satisfaction.
• Drive continuous improvements in operations, enhancing quality and customer satisfaction.
• Lead cross-functional teams across Voice, Back Office, WFM, Training, and Quality.