Contact Center Operational Excellence Specialist

21 hours ago

Bengaluru, Karnataka, India beBeeOperational Full time ₹ 1,20,00,000 - ₹ 1,80,00,000
Operational Excellence Specialist - Contact Center

We are seeking an experienced professional to drive operational excellence, improve customer satisfaction, and ensure high-quality service delivery through effective case handling.

This role focuses on leveraging expertise in key performance indicators (KPIs) and a solutions-driven mindset to influence and guide peers without formal authority.

The ideal candidate will partner with cross-functional teams to monitor and analyze contact center metrics, providing guidance and best practices to customer support specialists.

In this role, you will conduct quality checks and feedback sessions to identify gaps that impact customer satisfaction and implement process improvements to enhance service delivery.

You will collaborate with training and quality teams to address common issues and support continuous improvement initiatives.

A key aspect of this role is driving efficiency initiatives to reduce repeat contacts and enhance customer experience.

Responsibilities:

  • Act as the primary escalation point for complex or high-impact customer cases, ensuring resolution with a strong focus on first-call resolution (FCR).
  • Monitor and analyze contact center KPIs, including CSAT, SLA adherence, AHT, FCR, and 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.

Key Skills and Qualifications:

  • Expertise in KPIs and contact center operations
  • Solutions-driven mindset and ability to influence without formal authority
  • Strong communication and interpersonal skills
  • Ability to analyze data and make informed decisions
  • Experience in quality assurance and process improvement

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