Customer Experience Leader: Data-Driven Ops & Success

Full-time Management & Operations

Position Summary:
The role involves optimizing the performance of the Outsourced Contact Center Service Partner through the establishment of clear customer success goals, strategic planning, and tactical execution. Leading a team, the incumbent will oversee the implementation of standardized processes aimed at achieving scalable solutions that prioritize customer satisfaction and deliver the best possible customer experience.
Responsibilities Overview:

Performance Oversight: Monitor the Outsourced Contact Center Service Partner’s performance across various channels (voice, non-voice, email) to ensure adherence to Service Level Agreements (SLAs).

Data Analysis and Reporting: Analyze data and generate insights to support decision-making, providing valuable feedback to enhance brand strategies.

People Management: Lead, mentor, and manage CS Ops Associates, facilitating their effectiveness through coaching, feedback, and access to relevant resources and dat...