Job Description

Duties and Responsibilities:


Team & Operations Management

  • Manage BPO teams (FTEs), monitor daily/weekly/monthly KPIs including NPS, CSAT, Reply Rate, FCR, SLA, AHT
  • Design and implement escalation protocols (L1-L3), act as final point of resolution
  • Optimize workforce scheduling, staffing allocation, and cross-functional collaboration

Customer Experience Enhancement

  • Analyze customer interaction data (voice/email/chat) to identify pain points and drive process improvement
  • Conduct regular Customer Journey Mapping workshops

Technology & Analytics

  • Lead CRM system optimization
  • Generate in-depth analysis reports to support data-driven decision-making.

Training & QA

  • Develop training programs on soft skills & product expertise
  • Implement quality calibration processes a...

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