Role Summary /n We are seeking a Senior CX Operations Consultant with extensive experience in customer /n support operations, operating model design, and customer experience transformation. The ideal /n candidate will possess deep expertise in contact center operations, process optimization, /n workforce planning, and service delivery excellence. /n This role will work closely with operations, delivery, quality, workforce management, training, /n technology, and transformation teams to design scalable operating models, improve operational /n performance, and drive continuous improvement initiatives across customer support functions. /n Key Responsibilities Operations Excellence. /n  Assess existing customer support operations and identify opportunities to improve service /n delivery, operational efficiency, and customer experience. /n  Design and implement scalable operating models across voice, chat, email, social media, /n and digital support channels. /n  Develop standardized operating procedures, governance frameworks, and service /n delivery models. /n  Drive operational excellence initiatives focused on productivity, quality, compliance, and /n customer satisfaction. /n  Establish and monitor key operational metrics, dashboards, and performance reporting. /n Process Improvement & Transformation /n  Lead process improvement initiatives using industry best practices and continuous /n improvement methodologies. /n  Identify opportunities to streamline workflows through automation, AI, and digital /n enablement. /n  Develop transformation roadmaps to enhance operational performance and customer /n experience. /n  Recommend and implement best practices across workforce management, quality /n assurance, knowledge management, and service delivery. /n  Support change management initiatives to ensure successful adoption of new processes /n and operating models.



/n Customer Experience Consulting /n /n /n  Conduct operational assessments and customer journey reviews to identify service /n improvement opportunities. /n  Analyze operational data and performance trends to recommend actionable /n improvements. /n  Improve customer experience by driving initiatives that enhance CSAT, NPS, First /n Contact Resolution (FCR), Average Handle Time (AHT), Service Levels (SLAs), and /n overall service quality. /n  Benchmark operational performance against industry standards and recommend /n continuous improvement initiatives. /n Cross-Functional Collaboration /n  Partner with operations, delivery, workforce management, quality, training, IT, and /n transformation teams to implement operational improvements. /n  Support the implementation of new processes, technologies, and service delivery /n frameworks. /n  Ensure operational readiness for new programs, transitions, and process enhancements. /n  Facilitate workshops and knowledge-sharing sessions to promote operational best /n practices across teams. /n Required Skills /n  Solid expertise in customer support operations and contact center management. /n  Experience in operating model design, service delivery, and business process /n improvement. /n  Strong understanding of P&L; management, budgeting, forecasting, financial planning, /n cost optimization, margin improvement, and commercial performance management. /n  Deep understanding of workforce management, quality assurance, governance, and /n performance management. /n  Experience driving operational transformation and continuous improvement initiatives. /n  Strong knowledge of contact center metrics including CSAT, NPS, FCR, AHT, SLA, /n productivity, quality, and utilization. /n  Familiarity with AI, automation, and digital technologies in customer support operations. /n  Excellent analytical, stakeholder management, problem-solving, and communication /n skills. /n  Advanced proficiency in PowerPoint, Excel, and reporting tools.

📌 Customer Experience Manager (Tiruchirappalli)
🏢 Straive
📍 Tiruchirappalli