Role Overview

We are looking for a dynamic, results-oriented leader to manage operations for our BPO team in Hyderabad. The ideal candidate will be a communication powerhouse with a proven track record of driving performance, managing complex SLAs, and fostering a high-performance culture. Experience in chat-based customer support is a significant advantage.

Key Responsibilities

• Team Leadership: Lead, mentor, and motivate a team of associates to achieve daily, weekly, and monthly targets.

• Performance Management: Monitor and analyze key performance indicators (KPIs) and service level agreements (SLAs) to ensure operational excellence.

• Coaching & Development: Conduct regular 1-on-1s, feedback sessions, and performance reviews to identify skill gaps and drive professional growth.

• Operational Integrity: Ensure adherence to process workflows, quality standards, and compliance protocols.

• Stakeholder Communication: Serve as a bridge between management and front-line staff, ensuring clear and transparent communication at all levels.

Candidate Profile

• Experience: Significant experience in a people-management role within a BPO/International Voice or Chat environment.

• Communication: Exceptional verbal and written English communication skills are a must.

• Technical Knowledge: Proficiency in reporting tools and a deep understanding of BPO metrics (AHT, CSAT, Quality Scores, Shrinkage, etc.).

• Flexibility: Must be comfortable working in rotational and night shifts to support global operations.