Job Description
Key ResponsibilitiesPerformance & Operations Management
Design, review, and promote visibility of KPI dashboards for agents and supervisors
Conduct weekly reviews of:
Production results
SLA performance
Root cause analysis and corrective actions
Oversee hiring and internal promotions through interviews or recorded interview reviews
Own weekly quality calibration sessions with clients and ensure closure of all findings
Handle client requests and escalations promptly; escalate risks that may impact delivery, employee welfare, or client trust
Qualifications
Proven experience managing operations in a BPO, technical support, or solar-related campaign
Strong leadership, coaching, and performance management skills
Experience managing client relationships and escalations
Data-driven mindset with strong KPI ownership
Ability to work onsite and lead cross-functional teams
Design, review, and promote visibility of KPI dashboards for agents and supervisors
Conduct weekly reviews of:
Production results
SLA performance
Root cause analysis and corrective actions
Oversee hiring and internal promotions through interviews or recorded interview reviews
Own weekly quality calibration sessions with clients and ensure closure of all findings
Handle client requests and escalations promptly; escalate risks that may impact delivery, employee welfare, or client trust
Qualifications
Proven experience managing operations in a BPO, technical support, or solar-related campaign
Strong leadership, coaching, and performance management skills
Experience managing client relationships and escalations
Data-driven mindset with strong KPI ownership
Ability to work onsite and lead cross-functional teams
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