Qualifications
• Bachelor's Degree in Business Administration, Management, Operations, or a related field.
• 5–8 years of experience in BPO, contact center, customer service, or operations management.
• Proven experience managing large-scale teams and multiple Team Leaders.
• Strong experience in managing operational KPIs and service delivery.
• Demonstrated experience in client and stakeholder management.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent leadership, communication, and presentation skills.
• Strong understanding of workforce planning, quality, training, and performance management.
• Proficient in Microsoft Office, particularly Excel and PowerPoint.
• Ability to work in a fast-paced, target-driven environment.
Responsibilities
Operations Management
• Manage and oversee day-to-day operations to ensure smooth and efficient service delivery.
• Lead and manage large-scale operational teams, including Team Leaders and frontline employees.
• Establish operational goals, KPIs, and performance targets aligned with business objectives.
• Monitor key performance indicators including productivity, SLA, CSAT, AHT, FCR, quality, attendance, and service level.
• Ensure operational processes, policies, and procedures are consistently followed.
• Identify operational gaps and implement corrective actions to improve performance.
People Management
• Lead, coach, and develop Team Leaders and operational teams to achieve business objectives.
• Drive employee engagement, performance management, retention, and succession planning.
• Conduct regular performance reviews and establish development plans for high-potential employees.
• Build a strong leadership pipeline and promote a performance-driven culture.
• Work closely with Workforce Management, Training, Quality, HR, and Recruitment teams to ensure appropriate staffing and capability.
Client & Stakeholder Management
• Serve as a key point of contact for clients and internal stakeholders.
• Build and maintain strong client relationships through regular business reviews and performance discussions.
• Present operational performance, trends, challenges, and improvement plans to senior management and clients.
• Manage client expectations and ensure service delivery meets contractual and business requirements.
• Support business reviews, account governance meetings, and operational planning.