• Manage a diverse team of 150 to 200 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 service strategies with overall business objectives.
• Oversee the recruitment, training, and development of customer service representatives, ensuring they have the necessary skills and knowledge to deliver exceptional service.
• Manage resource allocation, workforce planning, and capacity management to ensure optimal staffing levels and operational efficiency.
• Represent the organization at client engagements, building strong relationships and ensuring customer satisfaction and retention.
• Stay up-to-date with industry trends, best practices, and emerging technologies to continuously enhance customer service operations.
