Remote CX Senior Operations Manager

Summary

Join Wellhub, a corporate wellness platform, as a CX Sr. Operations Manager in Miami, Florida! This role will lead the US CX support team and manage various critical aspects of an operation, including SLAs, client requirements, team management, productivity management, operations issues, and risk management.

Requirements

• Must have experience supporting US customers
• 5+ years of management experience with contact centers of various size teams and ensuring sustainable performance
• 5+ years BPO management experience (required)
• Bachelor's degree preferred or equivalent work experience
• A deep knowledge of current & emerging web technologies and how they should be used to enhance contact center customer experience
• Must have a working knowledge of MS Suite or Google
• Advanced Excel knowledge
• Strong analytical, critical thinking, and problem-solving abilities
• Project/program management experience is a plus
• Experience with resource and budget management
• Strong personnel management experience
• Self-driven with a goal-oriented attitude (Hands-on Approach)
• Good communication and presentation skills
• Ability to manage and handle data confidentially

Responsibilities

• Determines call center operational strategies at Wellhub by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
• Interact, collaborate, and influence other Wellhub tribes, to ensure that customer needs are addressed and to implement long-term strategic initiatives
• Deliver and establish world-class customer self-service capabilities as we grow in the number of Clients, geographies, and new products
• Lead the In-/Outbound, BPO Call Centers
• Manage US Operations daily intraday activities with the WFM support team: manage timely, high-quality, and cost-effective service delivery to the client as per the SLAs
• Provide value to the customers by effective utilization of the CX team
• Lead a team with a minimum of 30-100 call center agents and team leads
• Delivering quality service and consistently meeting key SLAs, closely monitoring the service delivery operations to ensure compliance with key metrics and SLAs
• Performance Management and Planning - Evaluating the performance of team members according to the set process workflow management & adherence to quality & compliance requirements
• Interacting with and managing customers & key stakeholders on a day-to-day basis
• Undertaking regular process improvement measures based on customer feedback and data analytics
• Conducting annual appraisal for the process, involving assessing team members’ performance and contribution to the process
• Meet all financial targets (Revenue and Project margin)
• Working out opportunities for business growth by ensuring a smooth transition of new process
• Directs activities to research best practices, establish metrics, and collect and analyze customer data and feedback
• Perform annual vendor(s) assessment to ensure they are meeting Wellhub requirements
• Coordinate with different departmental teams to produce better business outcomes
• Collect and Analyze call center statistics and adjust processes to meet or exceed goals
• Run daily/weekly meetings with the team to establish consistency and maintain performance

Benefits

• WELLNESS: health, dental, vision, and life insurance
• FLEXIBLE WORK: Choose when you work. For most, this will be a hybrid office/remote structure but can vary depending on the needs of the role and employee preferences
• PAID TIME OFF: It’s to take time away from work to recharge. Employees receive a minimum of 25 days PTO per year with an additional day for each year of tenure (up to 5) in addition to annual holidays (including an extra holiday on your birthday!)
• PAID PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life and we want our employees to take the time to be present and enjoy their growing family. We offer 100% paid parental leave to all new parents and extended maternity leave
• CAREER GROWTH: Outstanding opportunities for personal and career growth. That means we maintain a growth mindset in everything we do and invest deeply in employee development