Offer summary
Qualifications:
A minimum of a Bachelors’ degree or equivalent experience, Six Sigma certification(s) strongly preferred, 10+ years of experience in customer care, call center operations, and people management.
Key responsabilities:
- Manage account operations and drive SLAs and KPIs
- Lead internal team, work with executives and product/engineering
- Establish and evolve reporting, analyze data, establish clear goals for teams
- Drive continuous improvement, operational excellence and oversee technology deployment
- Prepare forecasts, ensure compliance, manage budgets, workforce planning
- Train and develop staff to exceed customer expectations and ensure full compliance