Ayuda Solutions is hiring a Customer Experience Manager for CX Operations in Ranchi, Jharkhand, for a full-time managerial role requiring 5 to 9 years of experience. You will own end-to-end customer experience operations for an enterprise client, leading a team of 40 to 80 agents across voice, chat, email, and WhatsApp channels. Accountability for key metrics such as CSAT, NPS, FCR, AHT, and schedule adherence is essential, with weekly client reporting. Your duties include building and executing a comprehensive QA program involving 100% call monitoring, calibration sessions, and monthly agent scorecards. Workforce management responsibilities cover rostering, shrinkage control, and peak-season capacity planning. Additionally, you will manage the full agent lifecycle from onboarding and training to performance oversight. This position demands a sharp, data-driven approach to drive operational excellence and enhance client satisfaction in a dynamic environment.