Job Description

Key Responsibilities

Lead overall BPO customer support operations (Inbound/Outbound/Non-Voice).
Manage large teams including Team Leads, Managers, QA, Training, and WFM.
Ensure SLA, KPI, TAT, CSAT, and Quality targets are consistently met.
Drive process improvements, automation, and productivity enhancement.
Oversee workforce planning, capacity management, and attrition control.
Handle client interactions, reviews, escalations, and performance governance.
Ensure compliance with regulatory, data security, and internal policies.
Collaborate with Sales, HR, IT, and Quality teams for smooth operations.
Prepare MIS, dashboards, and performance reports for senior management.
Lead transitions, ramp-ups, and stabilization of new customer support processes.