Tech Stack

Description

You will lead service delivery and partner performance to transform customer support into a competitive advantage through data-driven insights, technology, and strategic BPO partnerships. This role involves managing KPIs, optimizing processes, and shaping performance standards to elevate cardholder experiences.

Requirements

• 7+ years of Customer Support Operations with BPO industry or management experience
• Strong communication skills and track record of creating strategic operational efficiencies
• Proven ability to drive customer satisfaction using people, processes, or technology
• Experience using data to drive insights and recommend changes
• Technical aptitude with Google Suite, Salesforce, Slack, and contact center telephony systems

Responsibilities

• Manage BPO vendor relationships and operational success across multiple programs
• Monitor and analyze contact center KPIs to identify trends and areas for improvement
• Identify gaps and implement scalable solutions to enhance operational efficiency
• Drive enhancements through new tooling and AI solutions in telephony, IVR, and CRM
• Lead new program launches and existing program refreshes