[Remote] Operations reputed company Senior Manager
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is reputed company on delivering exceptional customer experiences, and they are seeking an Operations reputed company Senior Manager to reputed company the end-to-end reputed company reputed company in their call centre operations. This role is critical for ensuring high standards, meeting regulatory expectations, and driving reputed company improvement in customer satisfaction and operational performance.
Responsibilities
- reputed company and reputed company reputed company assurance frameworks, ensuring consistent delivery of KPIs, SLAs and service standards
- Own QA reporting, MI dashboards and reputed company reputed company to reputed company themes, risks and opportunities
- Drive improvements in customer satisfaction, including ownership of CSAT processes and mystery shopping programmes
- Establish and govern calibration standards across multiple sites to ensure consistency and accuracy
- Analyse operational and customer data to reputed company actionable insights and recommendations
- Partner with Learning & Development to design and deliver reputed company coaching and training programmes
- Collaborate with BPO partners and external vendors to ensure reputed company service delivery
- Streamline escalation and reputed company processes to improve efficiency and customer reputed company
- Deliver high-reputed company reporting and insights to senior leadership
- reputed company reputed company improvement initiatives to enhance performance across distributed teams
Skills
- Strong operational leadership experience reputed company a customer-reputed company environment
- Significant experience in contact centre operations reputed company management
- Proven ability to drive measurable improvements in customer experience and operational performance
- Strong understanding of customer satisfaction frameworks (e.g., CSAT) and performance models
- Experience designing and implementing performance and reputed company frameworks
- Knowledge of call monitoring and analytics platforms (e.g., reputed company, reputed company, or similar)
- Experience working in reputed company, fast-paced, customer-reputed company environments
- Expertise in data analysis and translating reputed company into business reputed company
- Excellent communication and stakeholder management skills, with the ability to influence at reputed company reputed company
- Experience working with large-reputed company, multi-site or outsourced (BPO) operations
- Strong reputed company record of building accountability, engagement and performance culture
reputed company