Support Operations Specialist

5 days ago

Hyderabad City Taluka, Pakistan beBee Careers Full time
About the Position:

We are looking for an experienced Operations Manager to join our team and lead a global team of Customer Experience (CX) managers and oversee frontline customer support agents.

The ideal candidate will have a proven track record of success in leading high-performing teams, driving process improvements, and developing and executing strategic plans.

This role requires strong leadership skills, analytical abilities, and a focus on creating a world-class experience for customers.

  • Hire and lead a global team of CX managers and oversee frontline support agents.
  • Develop and track CX metrics, establish reporting mechanisms, and drive results at the team and agent level.
  • Lead complex projects and operational process improvement initiatives using Kaizen and Lean Six Sigma methodologies.
  • Develop and execute a plan for Consumer Operations growth and scale.
  • Buid and maintain a team culture that prioritizes customer obsession and excellence.
Key Responsibilities:
  • Strategic Planning: Develop and implement plans to improve customer experience, increase efficiency, and reduce costs.
  • Talent Development: Hire, train, and develop a high-performing team of CX managers and support agents.
  • Process Optimization: Identify areas for improvement and implement changes using Kaizen and Lean Six Sigma methodologies.
  • Reporting and Analytics: Develop and track key performance indicators (KPIs) to measure team and individual performance.

Requirements:

  • 12+ years of experience managing multi-level CX Operations teams, with 3+ years in a volatile/hyper-growth environment.
  • Strong problem-solving skills, able to switch contexts frequently, and work autonomously.
  • Emotionally intelligent, with the ability to gain buy-in from teams and stakeholders.
  • Scrappy and proactive, with a bias for action and proposing solutions.
  • Expert communicator, able to simplify complex topics for senior audiences.
Nice to Haves:
  • MBA or higher degree.
  • Crypto, financial services, or tech company experience.
  • Lean Six Sigma certification.

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