- Oversee and manage the P&L; for 500+ FTE International Voice Customer Service Operations.
- Lead and drive strategic and tactical operational directions to achieve business objectives.
- Ensure adherence to key performance metrics such as Staffing Adherence, Schedule Adherence, and Customer Experience scores.
- Conduct regular business reviews to monitor performance and implement operational improvements.
Role Responsibilities:
- Manage large teams across multiple business accounts, ensuring operational goals are met.
- Collaborate with client stakeholders and internal leadership to maintain customer satisfaction.
- Drive continuous improvements in operations, enhancing quality and customer satisfaction.
- Lead cross-functional teams across Voice, Back Office, WFM, Training, and Quality.