Found Description
We are looking for an experienced Operations Manager to lead and manage high-performing Voice Process operations for Domestic/International premium customer support programs. The ideal candidate should have a strong background in managing large-scale contact center operations, driving operational excellence, improving customer experience, and achieving business KPIs while leading teams of 200+ FTEs.
Key Responsibilities
- Manage the end-to-end operations of Domestic/International Voice and Chat processes.
- Lead and mentor a team of Team Leaders, Assistant Managers, Quality, Training, and Support functions to achieve operational excellence.
- Handle overall responsibility for a span of 200+ FTEs across multiple teams.
- Ensure achievement of all operational KPIs including SLA, AHT, CSAT, FCR, Quality, Productivity, Occupancy, Shrinkage, Attrition, and Schedule Adherence.
- Drive customer-centric initiat...