Role Summary

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

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

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

nworkforce planning, and service delivery excellence.

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

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

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

nKey Responsibilities Operations Excellence.

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

ndelivery, operational efficiency, and customer experience.

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

nand digital support channels.

n Develop standardized operating procedures, governance frameworks, and service

ndelivery models.

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

ncustomer satisfaction.

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

nProcess Improvement & Transformation

n Lead process improvement initiatives using industry best practices and continuous

nimprovement methodologies.

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

nenablement.

n Develop transformation roadmaps to enhance operational performance and customer

nexperience.

n Recommend and implement best practices across workforce management, quality

nassurance, knowledge management, and service delivery.

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

nand operating models.

nCustomer Experience Consulting

n

nJob Description





n Conduct operational assessments and customer journey reviews to identify service

nimprovement opportunities.

n Analyze operational data and performance trends to recommend actionable

nimprovements.

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

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

noverall service quality.

n Benchmark operational performance against industry standards and recommend

ncontinuous improvement initiatives.

nCross-Functional Collaboration

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

ntransformation teams to implement operational improvements.

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

nframeworks.

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

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

npractices across teams.

nRequired Skills

n Strong expertise in customer support operations and contact center management.

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

nimprovement.

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

ncost optimization, margin improvement, and commercial performance management.

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

nperformance management.

n Experience driving operational transformation and continuous improvement initiatives.

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

nproductivity, quality, and utilization.

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

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

nskills.

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

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