
Senior Customer Service Operations Specialist
22 hours ago
Sr. Specialist - Customer Service Operations
Job Description:
This position requires an experienced Sr. Specialist to lead the customer service operations in emerging markets. The successful candidate will be responsible for ensuring a premium customer experience across all channels, managing BPO/vendor operations, and driving KPI performance.
Key Responsibilities:
- Manage BPO/vendor operations to drive targets, align processes, and act as first escalation point.
- Monitor KPIs: NPS, AHT, case backlogs, service levels, and quality standards.
- Lead business reviews with vendors (monthly/quarterly/annual).
- Optimize processes and implement rollouts/new functionalities across regions.
Requirements:
- Bachelor's degree in Business, Communication, or related field (or equivalent experience).
- 3+ years of experience in Contact Vendor Management within Retail, Digital, or eCom.
- Expert knowledge in Consumer Service operations.
- Strong project management & reporting experience.
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