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Customer Experience Operations Lead

2 semanas atrás

São Paulo, São Paulo, Brasil beBeeOperations Tempo inteiro R$1.500 - R$2.000
Job Overview

The Senior Product Operations Analyst is responsible for ensuring exceptional customer experiences and operational excellence.

Main Responsibilities
  • Manage relationships with BPO partners and SAC agencies to drive efficiency in service delivery.
  • Oversee day-to-day customer operations, ensuring SLAs, volumes, and service standards are met.
  • Monitor and report on ticketing system metrics, including average tickets, resolution times, escalations, and key performance indicators.
  • Collaborate with internal teams to continuously improve customer support processes and develop operational reports.
  • Support initiatives in AI-based optimization for customer support and ensure seamless communication between internal teams and external partners.
Requirements
  • Minimum 5 years of experience in customer experience and operations management.
  • Proven experience managing BPO relationships and SAC agencies.
  • Strong background in reporting, data analysis, and problem-solving skills.
  • Hands-on experience with ticketing systems and measurement reports.
  • Excellent communication, stakeholder management, and leadership skills.
Benefits

This role offers opportunities for growth, professional development, and teamwork. The ideal candidate will be a proactive problem-solver with excellent communication skills and a strong work ethic.