MANAGER, CUSTOMER EXPERIENCE - CARE

The Operations Manager is responsible for overseeing the day‑to‑day operations of assigned accounts, ensuring delivery of client and internal performance metrics while maintaining operational efficiency and financial performance. This role manages service delivery, staffing, productivity, and cost management while serving as a key point of contact for client stakeholders. The Operations Manager also analyzes operational data to identify improvement opportunities, develops action plans, and leads initiatives that drive performance, employee engagement, and business growth.

Client Performance & Service Delivery

• Ensure the account consistently meets or exceeds client performance metrics and service level agreements.
• Monitor key client scorecard metrics such as:
  • Quality
  • Adherence
  • Turnaround Time
  • Throughput
  • Other client‑defined KPIs
• Analyze reports, call volume trends, and arriva...