A valued client, Innoquest Consulting, a global leader in online vehicle remarketing and auction services, is looking for a Manager - Customer Success.

This role focuses on leading large-scale international contact center operations (Voice & Non-Voice), driving service excellence, team performance, and customer satisfaction across US & UK markets. The position requires strong expertise in team leadership, stakeholder management, data-driven decision-making, and operational efficiency within a BPO environment.

Primary Responsibilities:

- Lead, coach, and mentor a large Customer Success team handling both Voice and Non-Voice operations

- Drive a high-performance, customer-centric culture focused on delivering premium customer experience

- Oversee end-to-end contact center operations, including workforce planning, scheduling, and SLA adherence

- Monitor and improve key KPIs such as AHT, CSAT, FCR/FTR, response time, and productivity metrics

- Ensure operational efficiency through process improvements and effective resource allocation

- Conduct regular training sessions to enhance service quality, product knowledge, and communication skills

- Manage recruitment, onboarding, and team development to build a strong talent pipeline

- Collaborate with QA teams to ensure compliance, audit readiness, and service excellence

- Act as the primary stakeholder contact, sharing performance insights and leading governance meetings (WBR, MBR, QBR)

- Handle client escalations and ensure timely resolution while maintaining strong relationships

- Analyze performance data and generate actionable insights and reports for continuous improvement

- Lead strategic initiatives focused on cost optimization, process enhancement, and operational excellence

- Work closely with cross-functional teams (IT, QA, Training) to ensure seamless service delivery

Skills & Qualifications

Experience:

- Experience in international contact center/BPO operations

- Managerial role managing large teams

- Proven experience in handling both Voice and Non-Voice processe.

Leadership Skills:

- Strong team management and coaching abilities

- Proven ability to build and lead high-performing teams

- Excellent stakeholder management and influencing skills

Customer-Centric Approach:

- Strong focus on delivering exceptional customer experience

- Experience handling high-value or premium customers

Analytical & Problem-Solving Skills:

- Ability to interpret data, identify trends, and drive improvements

- Proactive approach to issue resolution and escalation management

Flexibility & Other Requirements:

- Willingness to work in US/rotational shifts (mandatory)

- Ability to adapt in a fast-paced, dynamic environment