CX Sr. Operations Manager - job 1 of 2

Apply now for a career that puts wellbeing first!GET TO KNOW USWellhub (formerly Gympass) is a corporate wellness platform that connects employees to the best partners for fitness, mindfulness, therapy, nutrition, and sleep, all included in one subscription designed to cost less than each individual partner. Founded in 2012 and headquartered in NYC, we have a growing global team in 11 countries. At Wellhub, you have the opportunity to build a career in a high-growth tech company that places wellbeing at the foundation of its culture, and contribute to making every company a wellness company.THE OPPORTUNITYWe are hiring a CX Sr. Operations Manager to our Customer Experience team in Miami, Florida!The CX Senior Operations Manager is responsible for establishing CX policies, systems, and team structures necessary to maintain the highest level of customer satisfaction and operational efficiency. This role will manage various critical aspects of an operation: SLAs, client requirements, team management, productivity management, operations issues, and risk management. You will lead the US CX support team (BPOs and internal as needed).You will provide key strategic insights and analytics to drive business decisions to meet dynamic business requirements.YOUR IMPACT• Determines call center operational strategies at Wellhub by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.• Interact, collaborate, and influence other Wellhub tribes, to ensure that customer needs are addressed and to implement long-term strategic initiatives.• Deliver and establish world-class customer self-service capabilities as we grow in the number of Clients, geographies, and new products.• Lead the In-/Outbound, BPO Call Centers.• Manage US Operations daily intraday activities with the WFM support team: manage timely, high-quality, and cost-effective service delivery to the client as per the SLAs.• Provide value to the customers by effective utilization of the CX team.• Lead a team with a minimum of 30-100 call center agents and team leads.• Delivering quality service and consistently meeting key SLAs, closely monitoring the service delivery operations to ensure compliance with key metrics and SLAs.• Performance Management and Planning - Evaluating the performance of team members according to the set process workflow management & adherence to quality & compliance requirements.• Interacting with and managing customers & key stakeholders on a day-to-day basis.• Undertaking regular process improvement measures based on customer feedback and data analytics.• Conducting annual appraisal for the process, involving assessing team members’ performance and contribution to the process.• Meet all financial targets (Revenue and Project margin).• Working out opportunities for business growth by ensuring a smooth transition of new process.• Directs activities to research best practices, establish metrics, and collect and analyze customer data and feedback.• Perform annual vendor(s) assessment to ensure they are meeting Wellhub requirements.• Coordinate with different departmental teams to produce better business outcomes.• Collect and Analyze call center statistics and adjust processes to meet or exceed goals.• Run daily/weekly meetings with the team to establish consistency and maintain performance.• Apply past experience to lead projects as needed.• Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues.WHO YOU ARE• Must have experience supporting US customers.• 5+ years of management experience with contact centers of various size teams and ensuring sustainable performance.• 5+ years BPO management experience (required).• Bachelor's degree preferred or equivalent work experience.• A deep knowledge of current & emerging web technologies and how they should be used to enhance contact center customer experience.• Must have a working knowledge of MS Suite or Google.• Advanced Excel knowledge.• Strong analytical, critical thinking, and problem-solving abilities.• Project/program management experience is a plus.• Experience with resource and budget management.• Strong personnel management experience.• Self-dr…