CS Process Manager

Role Purpose:

We are seeking a strategic and analytical leader to  manage our Contact Center Process Excellence & Optimization function. This role is responsible for streamlining customer service operations, reducing inbound contact volume, and driving automation through IVR, chatbot technologies, and digital self-service tools. The ideal candidate brings a strong background in contact center management, WFM, and data-driven decision making, preferably within the eCommerce space.

Key Responsibilities:

• Lead the end-to-end design and continuous improvement of contact center processes focused on efficiency, automation, and CX excellence.
• Optimize inbound call deflection strategies by deploying and enhancing IVR and chatbot capabilities to reduce volume while maintaining service quality.
• Collaborate cross-functionally with Product, IT, Marketing, and Operations teams to ensure seamless customer journeys and omni-channel consistency.
• Drive root-cause analysis using customer insights and operational data to identify pain points and implement improvements.
• Act as the process owner for customer interaction flows, escalation paths, and back-office handoffs.
• Support WFM and capacity planning teams in aligning staffing with optimized workflows and demand patterns.
• Own and report on process KPIs such as First Contact Resolution (FCR), AHT, IVR Containment Rate, and Automation Efficiency.

Requirements:

• 4+ years of experience managing contact center operations with proven results in process improvement and automation.
• Strong understanding of Workforce Management (WFM) principles and customer service KPIs.
• Advanced analytical skills and familiarity with tools such as Power BI, Excel.
• Strong communication, collaboration, and leadership capabilities.

• Role Purpose:

  We are seeking a strategic and analytical leader to  manage our Contact Center Process Excellence & Optimization function. This role is responsible for streamlining customer service operations, reducing inbound contact volume, and driving automation through IVR, chatbot technologies, and digital self-service tools. The ideal candidate brings a strong background in contact center management, WFM, and data-driven decision making, preferably within the eCommerce space.

   

  Key Responsibilities:

  • Lead the end-to-end design and continuous improvement of contact center processes focused on efficiency, automation, and CX excellence.
  • Optimize inbound call deflection strategies by deploying and enhancing IVR and chatbot capabilities to reduce volume while maintaining service quality.
  • Collaborate cross-functionally with Product, IT, Marketing, and Operations teams to ensure seamless customer journeys and omni-channel consistency.
  • Drive root-cause analysis using customer insights and operational data to identify pain points and implement improvements.
  • Act as the process owner for customer interaction flows, escalation paths, and back-office handoffs.
  • Support WFM and capacity planning teams in aligning staffing with optimized workflows and demand patterns.
  • Own and report on process KPIs such as First Contact Resolution (FCR), AHT, IVR Containment Rate, and Automation Efficiency.

   

  Requirements:

  • 4+ years of experience managing contact center operations with proven results in process improvement and automation.
  • Strong understanding of Workforce Management (WFM) principles and customer service KPIs.
  • Advanced analytical skills and familiarity with tools such as Power BI, Excel.
  • Strong communication, collaboration, and leadership capabilities.
  • Ecommerce industry experience is a strong asset