CX Operations Manager

Job scope:

The CX Operations Manager is responsible for overseeing the day-to-day operations of a contact centers, ensuring that all service level agreements and performance metrics are met. This role requires strong leadership skills, excellent communication abilities, and a deep understanding of contact center operations. The ideal candidate will have experience in managing a team of contact center agents, optimizing processes, and implementing strategies to improve customer satisfaction and operational efficiency.

Job responsibilities:

• Manage and supervise a team of contact center agents, team leads, and supervisors, and ensuring high levels of customer service and productivity
• Develop and implement strategies to improve operational efficiency and meet service level agreements
• Monitor and analyze key performance indicators to identify areas for improvement and implement corrective actions, and analyze the outcome and take the proper actions using COPC corrective action approach
• Ensure adherence to company policies and procedures, including quality assurance standards
• Handle escalated customer inquiries or complex issues, ensuring prompt resolution.
• Provide coaching and training to contact center agents to enhance their skills and performance
• Foster a positive work environment that encourages employee engagement, motivation, and retention.
• Prepare and present reports on contact center performance to senior management
• Manage staffing levels, shift schedules, and resource allocation to meet customer demand effectively according to WFM schedule to maintain the Center KPI’s.
• Manage contact center budget, including forecasting and cost control
• Drive initiatives to enhance the overall customer experience.
• Stay updated with industry trends and best practices in contact center operations

Job Requirements:

• 5 years of proven experience in contact center management.
• Fluency in English.
• COPC Certificate is highly preferred.
• Exceptional leadership, communication, and problem-solving skills.
• Experience with Business Process Outsourcing (BPO)
• Ability to develop and implement strategies to improve customer satisfaction and operational efficiency.
• Familiarity with contact center software and technological solutions.
• Ability to thrive in a fast-paced environment and adapt to change.