Customer Experience Manager — CX Operations
Ayuda Solutions
We need a sharp, data-driven CX Manager to own end-to-end customer experience operations for one of our enterprise clients. You will be accountable for CSAT, FCR, NPS, and team performance across voice, chat, and email channels.
Ranchi, Jharkhand Full-Time Manager 5–9 years experienceResponsibilities
- Own operational delivery for a 40–80 agent CX team — voice, chat, email, and WhatsApp channels.
- Drive key CX metrics: CSAT, NPS, FCR, AHT, and schedule adherence — with weekly client reporting.
- Build and execute a QA programme: 100% call monitoring, calibration sessions, and monthly agent-level scorecards.
- Manage workforce planning: rostering, shrinkage management, and peak-season capacity builds.
- Own agent lifecycle: onboarding, training, performance improvement plans, and retention.
- Conduct structured RCA on customer escalations and implement systemic fixes.
- Act as the primary client point of contact for operational reviews and escalation management.
- Identify process improvement opportunities and drive them through to implementation.
Requirements
- 5–9 years in CX/contact centre operations, with 2+ years in a manager or operations manager role.
- Demonstrable track record of improving CSAT or NPS metrics.
- Strong understanding of omnichannel operations — voice, chat, email, social.
- Familiarity with CRM platforms (Freshdesk, Zendesk, Salesforce Service Cloud, or similar).
- Excellent analytical skills — comfortable with workforce management tools and data interpretation.
- Strong communication and stakeholder management skills.
- Graduate degree required; MBA preferred.
Nice to Have
- COPC certification or Six Sigma Green Belt.
- Experience managing D2C or e-commerce CX operations.
- Knowledge of AI-assisted CX tools (chatbots, agent assist, sentiment analysis).
About Ayuda Solutions
Ayuda Solutions is a technology-enabled BPO and intelligent operations company headquartered in Ranchi, India. With 13+ years of delivery excellence, we serve enterprises across 11 industries — from BFSI and healthcare to hi-tech and e-commerce — combining AI automation with expert human operations.
With 800+ professionals, ISO 27001 certification, and a 4.4-star Glassdoor rating, we are a place where careers are built — not just jobs held. 68% of our managers started as team members and grew with us.
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