Global CX Operations Lead
5 days ago
**The Role:**
We are seeking a highly experienced and results-driven individual to join our CX Operations team as a Senior Manager. As a key member of our leadership team, you will be responsible for overseeing the overall operations of our customer experience team and ensuring that they are aligned to company goals.
Your primary responsibilities will include forecasting and budgeting, hiring and team management, performance management, employee experience, seasonality and new business requirements, training and development, quality assurance, and others. You will be required to develop accurate forecasts and budgets for the CX team, monitor and drive efficiency in operation costs, recruit and manage a high-performing team of CX professionals, and regularly review performance metrics and standards for continuous improvements.
You will also be responsible for fostering a positive and engaging work environment that promotes employee satisfaction, customer centricity, and retention, planning and managing the CX team's capacity to meet seasonal fluctuations in demand and accommodate new business requirements, ensuring seamless on-boarding and training, and overseeing quality assurance measures to ensure that the CX team consistently delivers high-quality service.
We are looking for a highly skilled professional with a proven track record in managing large customer service / call center teams that support global markets, both in-house and outsourced. You should possess a deep understanding of customer service metrics, customer relationship management (CRM), call center technologies, and performance KPIs. A data-driven mindset with the ability to analyze metrics and implement improvement plans is essential for this role.
If you have a strong commitment to customer-centricity, leadership skills, and a drive to create meaningful interactions, we encourage you to apply for this exciting opportunity.
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