About the role
We are seeking a high-caliber, data-driven Customer Service & Operations Engagement Leader (3-5 years of experience) to oversee and align our core operational functions, including Customer Care, Training, and Collections.In this role, you will bridge the gap between daily execution and strategic planning. You will be responsible for driving operational excellence, enforcing strict compliance with SOPs, and using data analytics to optimize performance while championing a culture of accountability and continuous professional growth across all teams.Key Responsibilities:Operations Coordination: Align daily activities across Training, Customer Care, and Collections departments to ensure seamless workflows.Process Compliance: Ensure 100% team adherence to company Standard Operating Procedures (SOPs) and lead continuous improvement projects.Performance Tracking: Set, monitor, and rigorously evaluate Key Performance Indicators (KPIs) for individuals and departments.Data Analytics: Build and maintain performance dashboards to analyze customer data, find trends, and report performance to senior leadership.Team Leadership: Foster a collaborative and accountable work culture, manage team resources, scheduling, and shifts.People Development: Conduct regular performance reviews, create structured improvement plans, and oversee individual growth.Advanced Problem Solving: Act as the escalation point for complex issues, providing creative and permanent solutions for customers.
Experience: 3 to 5 years of solid experience in Customer Service, Call Center, or Operations environments.Leadership Experience: Minimum 1-2 years of experience in a Supervisory, Team Lead, or Senior capacity.Education: Bachelor’s degree in Business Administration, Operations Management, or a related field.Technical Skills: High proficiency in MS Excel/Google Sheets, CRM platforms, and building performance dashboards.Required Professional Skills:Proven practical experience in implementing KPI frameworks and enforcing SOPs.Strong experience in workforce management, resource allocation, and scheduling.Excellent data analysis skills with the ability to translate numbers into operational decisions.Cross-functional management skills (prior exposure to handling Training or Collections alongside Customer Care is a huge plus).Required Personal Traits:Analytical Thinker: Uses data and patterns to make decisions rather than guesswork.Accountable Leader: Combines emotional intelligence with strict discipline and high performance standards.Process-Oriented: Has a sharp eye for identifying workflow gaps and structuring permanent solutions.Agile & Adaptable: Capable of smoothly multi-tasking and switching between different departmental goals (Care, Training, Collections).
