This role is ideal for a senior Customer Service, Customer Happiness, Customer Experience, or Service Center Operations professional with strong experience in managing high-volume service centers, driving customer satisfaction, leading teams, and improving operational performance.
Key Responsibilities
Oversee the daily operations of Customer Happiness Centers to ensure smooth, efficient, and high-quality service delivery.
Develop and implement strategies to improve customer satisfaction, customer experience, and operational efficiency.
Set and monitor KPIs, SLAs, service quality standards, and operational performance indicators.
Lead customer service teams, including mentoring, coaching, training, and performance management.
Handle escalated customer complaints and ensure timely, professional, and effective resolution.
Implement customer feedback mechanisms to continuously im...