Key Responsibilities

• Lead daily BPO customer service operations across voice, email, chat, social, or back-office channels, depending on client scope.
• Own operational performance against SLAs, including service level, average speed of answer, abandonment rate, average handle time, first contact resolution, quality, NPS, productivity, and schedule adherence.
• Manage Team Leaders, Quality Analysts, Trainers, Workforce Management partners, and frontline associates to ensure consistent delivery of business outcomes.
• Conduct regular performance reviews, coaching sessions, skip-level connects, and action planning to improve individual and team performance.
• Handle client communication, business reviews, escalations, issue resolution, and operational reporting with accuracy and professionalism.
• Partner with Workforce Management to forecast volumes, plan staffing, manage shrinkage, and ensure adequate coverage across shifts.
• Drive process improvement initiatives to reduce defects, improve customer experience, increase efficiency, and optimize cost of delivery.
• Work with Quality and Training teams to identify knowledge gaps, strengthen calibration, improve compliance, and build customer-centric behaviors.
• Ensure adherence to company policies, client requirements, data security standards, regulatory guidelines, and information security procedures.
• Build a positive, inclusive, and performance-driven culture focused on accountability, employee engagement, retention, and career development.

Required Qualifications

• Bachelor’s degree.
• 10-12 years of experience in BPO, contact center, customer service, service delivery, or operations management.
• Minimum 3–5 years of people management experience, preferably managing Team Leaders or supervisors.
• Experience managing customer service processes for international clients.
• Strong understanding of contact center metrics, workforce planning, quality frameworks, and performance management practices.
• Proficiency in MS Excel, PowerPoint, reporting dashboards and contact center platforms.
• Excellent communication, stakeholder management, analytical thinking, problem-solving, and decision-making skills.
• Ability to work in rotational shifts, extended hours, or weekends based on business requirements.

Preferred Skills and Competencies

• Client relationship management and executive communication.
• Operational excellence mindset
• Strong coaching capability and ability to build leadership depth within the operation.
• Data-driven approach to performance diagnosis, root cause analysis, and action planning.
• Ability to manage change, stabilize new processes, and support transitions or ramp-ups.
• Commercial understanding of utilization, cost per transaction, billing, productivity, and margin impact.