
Operations Leader
22 hours ago
Job Overview: We are seeking a results-driven operations leader to oversee customer service and technical support functions.
">- Manage end-to-end operations for tech support and customer service, ensuring alignment with business objectives.
- Monitor and manage service levels across all support channels (chat, email, phone, ticketing) to meet or exceed defined SLA targets.
- Develop initiatives to improve CSAT, FCR (First Contact Resolution), AHT (Average Handle Time), and other key support metrics.
- Implement and optimize SOPs, workflows, and escalation protocols to ensure efficient resolution of customer queries.
Key Qualifications:
- Bachelor's degree in Business Administration, Operations Management, or related field.
- 5+ years of experience in operations management, preferably in a customer-facing role.
- Proven track record of driving process improvements and increasing efficiency.
- Strong analytical and problem-solving skills, with ability to analyze data and drive insights.
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