Operations Strategy Manager

hace 2 días


San José, San José, Costa Rica Tek Experts A tiempo completo

Key Performance Indicators (KPIs)

The Senior Operations Manager will be responsible for tracking and reporting on various KPIs to measure the success of the business. These include:

Operational KPIs

  • Service Level Agreement (SLA) adherence.
  • First Contact Resolution (FCR) rates.
  • Average Handling Time (AHT).

Customer Satisfaction KPIs

  • Customer Net Promoter Score (NPS).
  • Customer Satisfaction (CSAT).
  • Customer Effort Score (CES).

Team Management KPIs

  • Employee Engagement scores.
  • Turnover rates.
  • Training and Development participation rates.

Reporting Requirements

The Senior Operations Manager will provide regular updates to senior management on KPI performance, highlighting areas of strength and weakness. This will enable data-driven decision-making to drive business growth and improvement.



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