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 recent processes

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and operating models.

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Customer Experience C

📌 Customer Experience Manager (Tiruchirappalli)
🏢 Straive
📍 Tiruchirappalli