Director, Customer Care Operations (Remote) job opportunity at eZCater.

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eZCater Director, Customer Care Operations (Remote)
Experience: 13-years
Pattern: remote
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Customer Care

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loacation Boston, Massachusetts, United States Of America
loacation Boston, Massac..........United States Of America

#Manage and optimize day-to-day #operations for frontline and enterprise/specialty #services; across voice, chat, email, and digital self-service channels. __ Own execution against key operational KPIs, including CSAT (#Customer Satisfaction), ASA (Average Speed of Answer), FCR (First Contact Resolution), TTR (Time to Resolution), backlog/aging, and cost per contact. __ Work closely with Workforce Management and BPO leads on scheduling, forecasting, and staffing to ensure optimal coverage and service level achievement. __ Partner with QA and training to roll-out programs, calibrate scoring, provide feedback, and drive continuous improvement in agent performance. __ Deploy scalable Enterprise Support/Specialty Services model to provide differentiated, and high-value experiences for strategic and key accounts. __ Drive continuous improvement, coordinating with cross-functional teams on escalations, root-cause analysis, and implementing preventions (policy, process, tooling, training). __ Lead, mentor, and develop a high-performing and engaged operations team, fostering a data-driven, customer-obsessed culture. __ Provide weekly/monthly reporting and business reviews to Operations leadership, highlighting CS health, performance, initiatives, risks, and resource needs. __ Participate in change-management and tool implementations (e.g., CCaaS, CRM, chatbot/AI rollout), working closely with the VP, Technology and Project teams. __ Build and nurture high-trust partnerships with colleagues across the business that enable close collaboration in service of company-level goals.
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