Job Description

Qualifications

• Bachelor's degree in Business Administration, Management, Operations, or a related discipline.
• 5+ years of experience in operations, preferably within BPO.
• Minimum 3–5 years of experience in a senior operations leadership position managing large-scale teams.
• Proven experience managing large headcount operations, preferably 500+ employees, with experience managing multiple layers of leadership.
• Strong experience in B2C customer service, sales, technical support, or enterprise account management.
• Demonstrated ability to manage complex operations involving multiple teams, functions, shifts, or locations.
• Proven track record of achieving operational KPIs, service levels, customer satisfaction, and financial targets.
• Strong experience in client management and senior stakeholder engagement, including handling critical escalations.
• Excellent analytical and problem-solving skills with the ability to translate operational data into actionable strategies.
• Strong understanding of workforce planning, productivity management, cost optimization, and operational efficiency.
• Strong leadership, communication, influencing, and people-management skills.

Responsibilities

Key Responsibilities

• Lead and manage large-scale B2C operations with a significant headcount, ensuring smooth and efficient day-to-day service delivery.
• Oversee multiple Operations Managers, Team Leaders, and frontline teams, providing strategic direction and ensuring strong leadership accountability.
• Manage large-scale teams across multiple functions, shifts, or business units, ensuring appropriate workforce deployment and operational coverage.
• Own key operational metrics including SLA, AHT, CSAT, NPS, productivity, quality, adherence, and service level.
• Develop and implement operational strategies to improve performance, productivity, efficiency, and customer satisfaction.
• Monitor business performance through operational dashboards, data analysis, and regular performance reviews.
• Act as a senior point of contact for B2B clients and stakeholders, managing escalations and maintaining strong business relationships.
• Lead regular business reviews and present operational performance, challenges, action plans, and improvement initiatives to senior management and clients.
• Drive continuous improvement, process optimization, automation, and cost-efficiency initiatives across the operation.
• Work closely with WFM, Quality, Training, HR, Finance, IT, and other support functions to ensure operational excellence.