Job Description
- Manage end-to-end BPO operations to ensure efficient and effective service delivery
- Lead, coach, and develop team leaders and frontline staff to achieve performance goals
- Monitor key performance indicators (KPIs) such as productivity, quality, SLA adherence, and customer satisfaction
- Ensure compliance with client requirements, company policies, and regulatory standards
- Identify process gaps and implement continuous improvement initiatives
- Collaborate with clients and internal stakeholders to address operational issues and performance trends
- Manage workforce planning, scheduling, and capacity to meet business demands
- Prepare operational reports and present insights to senior management
- Handle escalations and resolve operational or people-related issues promptly
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