Senior Customer Care Operations Leader

GC Services Limited Partnership d/b/a InteLogix; Copperas Cove (TX); Presencial; USD 65 000 - 85 000; Tempo integral

Resumo da oferta

GC Services Limited Partnership d/b/a InteLogix is seeking a senior operations leader to elevate its onsite customer care in Copperas Cove, TX. You will drive a global roadmap, manage teams of agents, and partner with other functions to ensure excellent customer experiences.

Ideal candidates have 10+ years in customer care, strong leadership, and proven ability to influence senior leadership, with expertise in CRM and call center tools and cloud-based telephony.

Qualificações

• Bachelor's degree preferred or equivalent work experience.
• 10+ years in customer care, customer service, call center operations, or consulting.
• 10+ years in a people management role preferred.
• 10+ years in BPO/customer service/call-center preferred.
• Experience presenting to senior leadership and cross-functional partnerships.
• Strong knowledge of CRM, call center software tools, and cloud-based telephony.
• Proven leadership and ability to work independently.

Responsabilidades

• Lead customer care efforts and execute a global roadmap aligned to SLAs and KPIs.
• Establish and evolve reporting on SLAs, KPIs, and insights for leadership.
• Manage vendor relationships and SaaS tool partnerships.
• Evaluate and redesign systems and processes to improve KPIs and efficiency.
• Set clear goals for customer service teams and track achievement.

Conhecimentos

Leadership

Strategic thinking

Data analysis

Change management

Vendor management

Formação académica

Bachelor's degree or equivalent

Ferramentas

CRM software

Call center software

Cloud-based telephony

Descrição da oferta de emprego

GC Services Limited Partnership d/b/a InteLogix is seeking a senior operations leader to elevate its onsite customer care in Copperas Cove, TX. You will drive a global roadmap, manage teams of agents, and partner with other functions to ensure excellent customer experiences.

Ideal candidates have 10+ years in customer care, strong leadership, and proven ability to influence senior leadership, with expertise in CRM and call center tools and cloud-based telephony.