Senior Manager, Customer Experience Operations

Job Overview

In this role, you will be responsible for evaluating performance across all of our partner contact centers, reviewing Key Performance indicators, efficiencies around hours of operation, billing, forecasting, partner adherence to governance models and performance to agreed expectations. As the leader for experience delivery through the Human Assisted channels, you will be accountable for making strategic decisions around identifying the Outsourced Partner best suited to support your customer segment, designing the partner support footprint for the region across Onshore and Off-shore partner locations, Partner Performance Management on Key indicators comprising Voice of Customer, Productivity and Efficiency metrics.  

Responsibilities

1. Responsible for delivering on the Key Performance metrics which include Voice of Customer metrics like Net Promoter and Resolution Scores, Productivity and Efficiency Metrics like Queue SLA, ASA, Contacts Per Hour and Handle Time
2. Deliver on Retention and Revenue targets like Lead Generation, Upsell and Cross sell goals,
3. Collaborate with senior leadership on Strategic direction for Service Delivery vision and designing Partner footprint strategies. 
4. Collaborate with forecast, demand, and experience teams to determine and improve baseline forecasts
5. Using data and analytics to drive monthly forecast reviews with Forecasting partners to incorporate business insights into the baseline forecast
6. Collaborate with Ops Strategy & Finance Partners on a monthly and quarterly basis to align on operational and financial plans to target.
7. Lead and facilitate monthly discussions with operational partners like work force management and Real Time operations, training and learning teams to solidify assumptions into the capacity plan, enable and expedite a path to operationalize service delivery.
8. Participate /Lead monthly meeting with the Cross leadership team to present the overall demand/supply plan (and gaps to the plan), highlight assumptions, risks and mitigation actions incorporated in the plan, and collaborate with partners to come up with action plans to execute at the regional level
9. Actively participate in the transformation initiatives like driving Revenue and Retention initiatives, Prosperity Hub and other Cross Market Campaigns to help cross functional central teams prioritize on key system and business capabilities needed in the organization to execute on the same.
10. Establish and own a robust Review and Approval process to validate partner invoices against deliverables to reduce inaccuracies before sign off.  

Qualifications

• Strong Contact Center experience
• APICS/ CCCM or related certifications desired.
• Strong communication (verbal and written) and interpersonal skills
• Ability to influence and manage in a matrix environment
• Broad end-to-end supply chain and operations process knowledge
• Persistence and focus to drive results and continuous improvement
• Proven experience as a cross-functional leader, preferably in a tech environment, and have managed a high performing team with strong analytical skill sets.

What You Will Bring

• Bachelor’s degree in supply chain management or related technical discipline
• 5+ plus years in Contact Center Management and operations planning with strong data and analytics experience.
• Confident identifying trends from both quantitative and qualitative data sources and communicating in writing and verbally.
• Love data, analytics, and can derive insights quickly from complex sets of data. Have knowledge of data analysis tools