Senior Associate Operations Manager, Customer Care Operations

It's fun to work in a company where people truly BELIEVE in what they're doing

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Job Description

• Strategic Planning: Develop and implement an operational strategy and business plan for delivering exceptional services to customers. This includes tactics and initiatives based on the Customer Care Operations Strategy, aligning with the company's objectives.
• BPO Partner Management: Collaborate with the BPO partner to ensure they run contact center operations in line with COPC guidelines. Conduct needs assessments, performance reviews, capacity planning, and cost/benefit analyses. Identify and evaluate advanced technologies, establish technical specifications, and set production, productivity, quality, and customer-service standards.
• Performance Management: Manage the overall performance and relationship with the BPO partner to achieve agreed-upon metrics and standards. Drive continuous improvement by recommending cha...