Manages large-scale contact center operations, including Team Leaders and frontline teams. Oversees KPIs, service delivery, workforce planning, quality, training, performance, staffing, and process improvement. Leads employee development, engagement, retention, and succession planning while managing client relationships, stakeholder communications, business reviews, and contractual service requirements.
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.
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.
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