Experteer Overview In this role, you will lead back-office operations within the contact centre, overseeing external CX partners and driving performance improvements. You’ll align partner delivery with quality targets, forecasts, and training plans, while ensuring efficient processes and clear communication across teams. The position emphasizes data-driven decision making, actionable insights, and a strong customer-focused mindset. This hybrid opportunity lets you shape the customer experience at a global travel leader and work with cross-functional partners to scale operations.Compensaciones / Beneficios - Manage external CX partner relationships across regions, sites, and lines of business - Work with partner directors to monitor performance, conduct audits, and ensure QA - Monitor productivity, targets, and quality standards;
drive improvements - Conduct weekly, monthly, and quarterly business reviews - Collaborate with quality, planning, training, and real-time management to meet targets - Forecast channel demand, AHT, SLA, and occupancy;
plan three-month productive hours and staffing - Plan induction and upskilling training calendars;
coordinate training calendars - Address performance in real-time and initiate corrective actions - Identify root causes of underperformance and share insights to drive change - Champion First Contact Resolution and advocate the customer’s voice for improvements - Ensure documentation and KPI records are up-to-date;
share learnings with teams - Challenge processes and contribute to CX improvements across systems and procedures - Secure cross-functional buy-in for changes and communicate updates clearly - Promote understanding of changes across business areas;
ensure tools and requirements function smoothly - Drive continuous improvement of operations and systems - Foster agile, high-performance culture and employee engagementResponsabilidades - +5 years in managing large customer support ops and BPO vendors - Strong analytical and problem-solving skills - Excellent leadership and communication abilities - Ability to collaborate with cross-functional teams - Results-driven with a continuous improvement mindsetRequisitos principales - Prime Plus membership and competitive salary - flexible benefits and bonuses - relocation support - premium equipment and device lifecycle program - Coursera access and learning programs - hybrid home-office model