SR Operations Manager/Ops Manager - Teach and customer service

As a CX Operations Manager, you will serve as a strategic leader dedicated to streamlining operations, reducing costs, and increasing productivity through proven methodologies and cutting-edge technology. You will be responsible for the daily oversight of voice operations, ensuring that the team delivers high-quality customer experiences while meeting and exceeding performance goals.

Key Responsibilities

Team Leadership and Development

• Supervise, mentor, and provide direct leadership to Team Leaders and Senior Team Leaders.
• Motivate team members to uplift their performance and achieve professional growth.
• Develop and implement comprehensive training programs to enhance team skills.
• Conduct regular performance reviews and provide consistent feedback to ensure alignment with company standards.

Operational Excellence

• Drive service levels in sync with process and span-level KPI goals.
• Ensure operational efficiencies through strong governance of metrics such as Average Handle Time (AHT), attrition, shrinkage, and First Call Resolution (FCR).
• Drives operational performance through effective forecasting, staff planning, and workforce optimization.
• Develop and implement standard operating procedures to streamline workflows and improve overall efficiency.

Customer Experience Management

• Maintain high levels of customer satisfaction by ensuring service quality and addressing escalated issues promptly.
• Ensure that coaching for team leaders focuses on delivering a superior customer experience on calls.
• Implement processes for capturing and acting upon customer feedback to drive continuous improvement.

Data Analysis and Reporting

• Perform deep-dive data analysis on all KPI metrics on a Week-over-Week (WoW) basis.
• Prepare and present reports for Weekly Business Reviews (WBR) and Quarterly Business Reviews (QBR) based on KPI progression.
• Use data-driven insights to guide decision-making and strategic planning.

Qualifications and Eligibility

• Education: Bachelors degree in any field.
• Experience: Proven experience (minimum 1.5 - 2 years) as an Operations Manager in BPO environment.
• Performance Management: Expertise in formulating scorecards and performance traction plans.
• Strategic Planning: Ability to align business planning and policies with overall company operations.
• Stakeholder Management: Effective collaboration with Workforce Management (WFM) and other internal departments.
• Analytical Thinking: Strong problem-solving abilities with a focus on metric-driven results.

What We Offer

• Competitive salary and benefits package.
• Opportunities for professional growth and leadership development.
• A dynamic, supportive, and multilingual work environment.