Job Description
Job Description
Lead end-to-end BPO operations for a dedicated enterprise client, ensuring consistent, high-quality service delivery across all customer support functions and operational touchpoints. • Own overall service delivery execution, ensuring alignment with client expectations, contractual SLAs, and operational performance standards. • Oversee full workforce lifecycle management, including recruitment planning, onboarding, training coordination, and continuous performance coaching for customer service teams. • Manage day-to-day operational performance of CSR teams, ensuring quality assurance, productivity targets, and service consistency are consistently met. • Ensure SLA compliance across all service channels, proactively identifying risks and implementing corrective actions to maintain service continuity. • Monitor, analyze, and interpret operational performance trends, providing structured insights and reports to both internal leadership and client stakeholders. • Act as the primary operational escalation point for service disruptions, system issues, and performance risks, ensuring timely resolution and minimal client impact. • Drive continuous improvement initiatives focused on enhancing efficiency, reducing service bottlenecks, and improving overall customer experience delivery.
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