Operation Manager - CX

Operations & Service Delivery

• Oversee end-to-end CX operations to ensure consistent, high-quality customer service.
• Ensure achievement of SLAs, KPIs, and client commitments across all channels.
• Manage daily operations including staffing, scheduling, productivity, and adherence.
• Ensure compliance with company policies, regulatory requirements, and security standards.

People & Performance Management

• Lead, coach, and develop Team Leads, Supervisors, and CX staff.
• Drive a performance culture through goal setting, reviews, and corrective actions.
• Partner with Training and QA teams to address skill gaps and quality improvements.
• Support succession planning and talent development initiatives.

Quality, CX & Continuous Improvement

• Monitor and improve CSAT, NPS, FCR, AHT, and quality scores.
• Analyze customer feedback, complaints, and escalations to identify root causes.
• Lead continuous improvement initiatives using COPC, Lean, or Six Sigma principles.
• Implement best practices to enhance customer journeys and service efficiency.

Key Skills & Competencies

• Strong CX operations leadership
• Data analysis & problem-solving
• Process improvement methodologies (COPC, Lean, Six Sigma)
• Excellent communication and decision-making skills