Customer Operations Excellence Executive

This role is responsible for monitoring and analyzing key performance indicators (KPIs) for the Customer Experience (CE) department. You will analyze data, reports, and dashboards to identify trends and areas for improvement. You will also be responsible for analyzing and reporting on customer satisfaction (CSAT) and employee satisfaction (DSAT) scores, as well as contact ratio. Based on your findings, you will develop and recommend process improvements. You will support the maintenance of standard operating procedures (SOPs) and work instructions (WIs) to ensure they reflect the company's growth and business needs. You will actively provide input for improving current SOPs and work processes within the customer experience team. You will document and present changes to the customer experience team's processes and the processes of related departments that impact the team's work. You will also support the implementation and monitoring of projects within the customer experience team. You will provide project evaluations (if applicable). You will maintain and update the Interactive Voice Response (IVR) greetings for the customer experience team's hotline. You will also handle other tasks assigned by senior management.