Job Description

Chief Manager (Voice Operations)
Position: Chief Manager Voice
Function: Customer Experience (CX)
Location: TBD
Role Overview
The Chief Manager Voice will lead the day-to-day operations of the Voice Contact Center, ensuring smooth service delivery, high customer satisfaction, and strong team performance. The role focuses on operational excellence, vendor management, team leadership, and continuous improvement to enhance the overall customer experience.
Key Responsibilities
Manage end-to-end Voice Contact Center operations.
Lead, coach, and develop supervisors and agents.
Monitor KPIs, SLAs, productivity, and service quality.
Drive process improvements and optimize workflows.
Manage vendor performance and ensure SLA adherence.
Coordinate with cross-functional teams for smooth customer support.
Implement CX initiatives to improve customer satisfaction.
Ensure compliance with processes and quality standards.
Skills Required
Strong leadership and team management
Customer centricity
Excellent communication & interpersonal skills
Problem-solving & grievance handling
Stakeholder & vendor management
Operational planning and decision-making
Qualifications & Experience
Master's degree/MBA preferred
16+ years in Contact Center/Customer Service Operations
6+ years leading large contact center teams
Experience in airline/hospitality sector is a plus
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Skills Required