Customer Service & Operations Engagement Leader

Job Description:
We are seeking a high-caliber, data-driven Customer Service & Operations Engagement Leader (3-5 years of experience) to oversee and align our core operational functions, including Customer Care, Training, and Collections.
In this role, you will bridge the gap between daily execution and strategic planning. You will be responsible for driving operational excellence, enforcing strict compliance with SOPs, and using data analytics to optimize performance while championing a culture of accountability and continuous professional growth across all teams.

Key Responsibilities:
Operations Coordination: Align daily activities across Training, Customer Care, and Collections departments to ensure seamless workflows.
Process Compliance: Ensure 100% team adherence to company Standard Operating Procedures (SOPs) and lead continuous improvement projects.
Performance Tracking: Set, monitor, and rigorously evaluate Key Performance Indicators (KPIs) for individuals and departments.
Data Analytics: Build and maintain performance dashboards to analyze customer data, find trends, and report performance to senior leadership.
Team Leadership: Foster a collaborative and accountable work culture, manage team resources, scheduling, and shifts.
People Development: Conduct regular performance reviews, create structured improvement plans, and oversee individual growth.
Advanced Problem Solving: Act as the escalation point for complex issues, providing creative and permanent solutions for customers.