Related skills
looker tableau excel zendesk power bi📋 Description
- Oversee daily ops of one contact centre team at BPOs
- Collaborate with global/local stakeholders to manage service queue performance
- Create insights and targets to measure Care performance
- Lead projects to transform KPIs (CSAT, Policy Adherence, AHT, QA)
- Identify gaps with partners/internal stakeholders and drive improvements
- Present updates to executives and Care leadership
🎯 Requirements
- 2+ years experience as an Ops Manager in customer service (BPO or in-house)
- Can prioritise effectively - leading multiple project workstreams
- Detailed understanding of CS metrics (CSAT, Policy Adherence, AHT)
- Solid analytical background with data-driven insights (Excel pivot, INDEX MATCH)
- Excellent verbal and written communication skills
- CRM systems (Zendesk, Amazon Connect) and BI tools (Looker, Tableau, Power BI)
🎁 Benefits
- Healthcare and well-being benefits vary by country
- Generous annual leave and parental leave options
- Pensions and retirement savings plans
- Charitable leave and country-specific perks (ask recruiter)
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