We are looking for an experienced, creative, and results-driven Operation Excellence Manager to lead continuous improvement initiatives, optimize operational efficiency, and enhance service quality across customer support teams.
The ideal candidate will have a solid background in process optimization, performance management, and cross-functional collaboration. This role requires a strategic mindset, strong leadership, and a passion for driving excellence in operations and customer experience.

 

Responsibilities:

•   Monitor, analyze, and optimize KPIs such as response time, first-call resolution (FCR), Customer Satisfaction Score (CSAT), and Net Promoter Score (NPS) to improve team efficiency and customer experience.

• Develop and implement data-driven strategies to enhance service quality and operational performance, collaborating closely with technical and operational teams.
• Plan and manage workforce allocation, shift schedules, and staffing based on call volume forecasts and operational requirements.
•  Ensure optimal balance between workload and staff availability to maximize productivity and maintain team motivation.
•  Analyze staffing trends and provide recommendations to improve resource utilization and operational efficiency.
• Conduct regular performance evaluations for individuals and teams, using quantitative and qualitative metrics to identify strengths and areas for improvement.
• Provide constructive feedback and design reward and recognition programs to motivate high-performing employees.
• Oversee training programs to enhance agent communication, technical, and problem-solving skills, monitoring effectiveness and updating materials as needed.
• Lead process optimization initiatives to streamline workflows, reduce errors, and improve service delivery speed and quality.
• Collaborate with IT and analytics teams to automate repetitive processes and support digital transformation projects. 

Requirements:

• Minimum of 3 years of relevant experience in operations, process improvement, or customer support team management. preferably in the travel or online services industry
•  Bachelor’s degree in Business Administration, Industrial Engineering, Organizational Psychology, or a related field.
•  A master’s degree or professional certifications (e.g., PMP, Six Sigma) is a plus.
•  Proficiency in workforce management tools (e.g., Calabrio, NICE WFM).
•  Familiarity with data analytics platforms (e.g., Tableau, Power BI) and CRM systems.
•  Adequate knowledge of organizational training principles and training content design.
•  Transformational leadership with the ability to inspire and motivate large teams.
•  Strong analytical and problem-solving skills with a data-driven approach.
•  Excellent communication skills and the ability to collaborate across all organizational levels.