Compass Experience Labs
201 - 500 employees
🤝 B2B
🎯 Recruiter
☁️ SaaS
B2B • Recruitment • SaaS
Compass Experience Labs is a company specializing in enhancing customer experiences through tailored solutions that drive customer loyalty and business growth. They integrate seamlessly with existing business systems to optimize customer interactions, offering 24/7 customer support, loyalty optimization, and systems optimization. Compass also provides recruitment optimization services through their end-to-end Recruitment Process Outsourcing (RPO) solutions. The company is committed to helping businesses achieve sustainable growth by improving customer satisfaction rates and conversion rates. They work across various industries, including subscription box services, apparel, and food & beverage, to deliver customized customer care strategies.
IT Operations Manager
🕒 May 15
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Compass Experience Labs
201 - 500 employees
🤝 B2B
🎯 Recruiter
☁️ SaaS
B2B • Recruitment • SaaS
Compass Experience Labs is a company specializing in enhancing customer experiences through tailored solutions that drive customer loyalty and business growth. They integrate seamlessly with existing business systems to optimize customer interactions, offering 24/7 customer support, loyalty optimization, and systems optimization. Compass also provides recruitment optimization services through their end-to-end Recruitment Process Outsourcing (RPO) solutions. The company is committed to helping businesses achieve sustainable growth by improving customer satisfaction rates and conversion rates. They work across various industries, including subscription box services, apparel, and food & beverage, to deliver customized customer care strategies.
📋 Description
• Provide direction and leadership for the IT program team • Serve as the primary point of contact for client stakeholders on operational matters • Manage multiple Tech/IT programs • Oversee day-to-day operations supporting IT call center services • Ensure service level agreements (SLAs), key performance indicators (KPIs), and quality metrics are consistently met or exceeded • Identify and recommend opportunities for process optimization, automation, and continuous improvement • Lead and develop a global team of Team Leaders, shift leaders, and agents • Build strong relationships with client partners
🎯 Requirements
• 6+ years of experience in BPO operations • at least 4+ years in a leadership role managing IT call center- technical support programs • strong understanding of ITIL, service management frameworks, or related methodologies • experience managing large teams and working with international clients, especially in tech or software industries • proven track record of meeting/exceeding operational KPIs and client expectations • exceptional leadership, communication, and stakeholder management skills • strong problem-solving abilities • proficiency with necessary technology, including computers, software applications, phone systems, etc.
🏖️ Benefits
• paid time off • full statutory benefits • comprehensive HMO
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