About This Role
This role involves leading and expanding contact center operations within the GSC, ensuring alignment with business strategy and delivering high-quality customer outcomes. The manager will drive operational performance, organizational capability, and customer experience strategy across CX teams, while enabling growth, efficiency, and continuous improvement.
Responsibilities
- Lead and manage CX Contact Center operations, ensuring alignment with regional and global strategy
- Define and execute customer experience strategy to meet customer needs across products, segments, and markets
- Oversee team structure, workforce planning, and organizational design to support operational scalability
- Lead, coach, and develop Team Leaders and CX teams, fostering a high-performance and customer-centric culture
- Ensure achievement of service levels, KPIs, and operational targets through structured performance management
- Drive continuous improvement initiatives to enhance customer experience, operational efficiency, and quality
- Develop and implement business continuity plans for critical customer processes
- Monitor performance trends, identify risks, and implement corrective action plans
- Collaborate with cross-functional teams to ensure seamless customer journeys and service delivery
- Build and maintain strong relationships with internal and external stakeholders
- Identify growth opportunities, including up-sell and cross-sell initiatives aligned with business strategy
Requirements
- Bachelor’s degree or equivalent experience
- 8+ years of experience in contact center management or similar leadership roles
- Strong leadership and people management skills, with experience managing managers or large teams
- Proven ability to drive performance, operational excellence, and customer satisfaction
- Strong stakeholder management and communication skills
- Ability to operate in complex, fast-paced environments and manage multiple priorities
- Experience in building and scaling operations
- Strong understanding of contact center operations and performance metrics
- Knowledge of customer experience frameworks and continuous improvement methodologies
- Experience with tools such as SAP and advanced Excel
- Familiarity with Lean Six Sigma and/or project management methodologies
Nice to have:
- Understanding of logistics and supply chain operations
Important Details
- Schedule: Flexibility to work in rotational shifts, including night shifts, based on business requirements; willingness to work in a 5-day workweek schedule, which may include weekends as part of the roster
