Operational Excellence Leader

Job Description:

We are seeking an experienced leader to act as a subject matter expert and escalation point within the Contact Center team. This role focuses on driving operational excellence, improving First Call Resolution (FCR), and ensuring high customer satisfaction through effective case handling.

Responsibilities:

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• Act as the first escalation point for complex or high-impact customer cases, ensuring resolution with a strong focus on First Call Resolution (FCR).\
• Partner with leaders to monitor and analyze contact center KPIs (CSAT, SLA adherence, AHT, FCR, productivity).\
• Provide guidance, process clarifications, and best-practice coaching to customer support specialists.\
• Conduct quality checks and feedback sessions to identify gaps that impact FCR and customer satisfaction.\
• Collaborate with Training and Quality teams to address common issues and support continuous improvement.\
• Document and communicate solutions, process updates, and knowledge articles for wider team adoption.\
• Drive efficiency initiatives that reduce repeat contacts and enhance service delivery.\
• Lead by example in building a culture of accountability, collaboration, and exceptional customer service.\
• Cultivate a work environment that promotes diversity, equity, and inclusion.\
• Continuously assess and improve processes to ensure they align with business objectives.\
• Stay up-to-date with industry trends, best practices, and emerging technologies to drive innovation.\
• Empower and motivate team members to excel in their roles.\
• Maintain open and transparent communication with all stakeholders.\
• Ensure compliance with regulatory requirements and company policies.\
• Develop and implement strategies to enhance customer engagement and loyalty.\
• Improve overall customer experience by addressing pain points and implementing process improvements.\
• Enhance employee satisfaction by promoting a positive work environment and opportunities for growth.\
• Manage budgets and resources effectively to achieve business goals.\
• Optimize operations to minimize costs and maximize revenue.\
• Align team goals with organizational objectives.\
• Communicate vision and goals clearly to all team members.\
• Monitor progress and make adjustments as needed.\
• Embody a customer-centric approach in all aspects of the job.\
• Lead cross-functional teams to achieve shared goals.\
• Implement change management strategies to facilitate smooth transitions.\
• Identify areas for improvement and develop action plans to address them.\
• Stay adaptable and responsive to changing business needs.\
• Balance short-term and long-term goals to ensure sustained success.\
• Make informed decisions based on data-driven insights.\
• Enhance decision-making skills through continuous learning and professional development.\
• Encourage a culture of continuous learning and growth.\
• Support employees in setting and achieving personal and career goals.\
• Recognize and reward outstanding performance and contributions.\
• Conduct regular performance evaluations and provide constructive feedback.\
• Identify and mitigate risks associated with the job.\
• Develop contingency plans to address potential challenges.\
• Establish and maintain relationships with key stakeholders.\
• Build trust and credibility with colleagues, customers, and partners.\
• Improve teamwork and collaboration by fostering open communication and mutual respect.\
• Develop and maintain a deep understanding of the organization's products and services.\
• Stay updated on industry developments, market trends, and competitor activity.\
• Enhance your expertise in CRM systems, ServiceNow, and other relevant tools.\\