Job Description
Role -
The General Manager-Operations is responsible for overseeing and managing the day-to-day inbound international call center operations. Lead a larger team about 400 FTEs, ensuring efficient and effective service delivery to customers through both voice and non-voice channels with strong leadership, operational excellence and a deep understanding of customer service best practices.
Responsibilities - Manage a diverse team of 350 to 400 FTEs, fostering a collaborative and inclusive work environment that promotes professional growth and development. Monitor and analyze key performance indicators (KPIs) related to customer service, identifying areas for improvement and implementing data-driven solutions. Develop and implement operational strategies, policies, and procedures to streamline processes, enhance efficiency, and improve overall customer satisfaction. Collaborate with cross-functional teams to ensure alignment and seamless integration of customer se...