Customer Experience Operations Leader

ResultsCX Named ‘Major Contender’ in Everest Group; Indiana (PA); On-site; USD 9,400 - 15,000; Full time

Benefits offered by this job

Employee incentives and prizes

Events & activities in the workplace

Healthcare benefits

Career growth opportunities

Job summary

ResultsCX is seeking an Operations Manager in Bengaluru to lead customer service teams, manage performance, and ensure high-quality service delivery for client programs. You will be the single point of contact for internal and external information and will coach supervisors and agents to exceed targets.

The role focuses on developing relationships, driving performance improvements, and delivering world-class support across complex client programs in a dynamic contact center environment.

Qualifications

• Provide superior customer service to internal and external clients.
• Exceptional, professional communication skills both written and verbal.
• Create and effectively present information to internal and external teams.
• Develop and maintain key professional customer relationships.
• Define, collect data, establish facts, and solve problems.

Responsibilities

• Review and analyze program performance to determine program needs.
• Approve personnel activities concerning hiring, training, development, and performance management.
• Provide written performance appraisals.
• Act as escalation point for Supervisors and front-line RAs.
• Meet forecasted or budgeted financial targets including occupancy and bill-to-pay percentage.
• Identify and oversee program/problem resolution.
• Maximize potential of subordinates through coaching and development.
• Track client issues and maintain client correspondence and issue resolution.
• Support company goals by promoting continuous improvement to improve service quality or reduce costs.

Skills

Customer service

Communication

Relationship building

Problem solving

Team coaching

Job description

ResultsCX is seeking an Operations Manager in Bengaluru to lead customer service teams, manage performance, and ensure high-quality service delivery for client programs. You will be the single point of contact for internal and external information and will coach supervisors and agents to exceed targets.

The role focuses on developing relationships, driving performance improvements, and delivering world-class support across complex client programs in a dynamic contact center environment.