Job Description

Role Summary

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We are seeking a Senior CX Operations Consultant with extensive experience in customer

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support operations, operating model design, and customer experience transformation. The ideal

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candidate will possess deep expertise in contact center operations, process optimization,

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workforce planning, and service delivery excellence.

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This role will work closely with operations, delivery, quality, workforce management, training,

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technology, and transformation teams to design scalable operating models, improve operational

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performance, and drive continuous improvement initiatives across customer support functions.

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Key Responsibilities Operations Excellence.

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 Assess existing customer support operations and identify opportunities to improve service

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delivery, operational efficiency, and customer experience.

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 Design and implement scalable operating models across voice, chat, email, social media,

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and digital support channels.

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 Develop standardized operating procedures, governance frameworks, and service

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delivery models.

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 Drive operational excellence initiatives focused on productivity, quality, compliance, and

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customer satisfaction.

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 Establish and monitor key operational metrics, dashboards, and performance reporting.

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Process Improvement & Transformation

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 Lead process improvement initiatives using industry best practices and continuous

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improvement methodologies.

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 Identify opportunities to streamline workflows through automation, AI, and digital

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enablement.

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 Develop transformation roadmaps to enhance operational performance and customer

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experience.

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 Recommend and implement best practices across workforce management, quality

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assurance, knowledge management, and service delivery.

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 Support change management initiatives to ensure successful adoption of new processes

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and operating models.

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Customer Experience Consulting

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Job Description

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 Conduct operational assessments and customer journey reviews to identify service

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improvement opportunities.

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 Analyze operational data and performance trends to recommend actionable

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improvements.

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 Improve customer experience by driving initiatives that enhance CSAT, NPS, First

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Contact Resolution (FCR), Average Handle Time (AHT), Service Levels (SLAs), and

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overall service quality.

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 Benchmark operational performance against industry standards and recommend

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continuous improvement initiatives.

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Cross-Functional Collaboration

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 Partner with operations, delivery, workforce management, quality, training, IT, and

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transformation teams to implement operational improvements.

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 Support the implementation of new processes, technologies, and service delivery

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frameworks.

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 Ensure operational readiness for new programs, transitions, and process enhancements.

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 Facilitate workshops and knowledge-sharing sessions to promote operational best

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practices across teams.

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Required Skills

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 Solid expertise in customer support operations and contact center management.

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 Experience in operating model design, service delivery, and business process

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improvement.

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 Strong understanding of P&L; management, budgeting, forecasting, financial planning,

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cost optimization, margin improvement, and commercial performance management.

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 Deep understanding of workforce management, quality assurance, governance, and

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performance management.

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 Experience driving operational transformation and continuous improvement initiatives.

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 Strong knowledge of contact center metrics including CSAT, NPS, FCR, AHT, SLA,

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productivity, quality, and utilization.

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 Familiarity with AI, automation, and digital technologies in customer support operations.

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 Excellent analytical, stakeholder management, problem-solving, and communication

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skills.

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 Advanced proficiency in PowerPoint, Excel, and reporting tools.

📌 Customer Experience Manager (Tamil Nadu)
🏢 Straive
📍 Tamil Nadu