About this position
Key Responsibilities
Performance & 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.
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