Job Description
- Monitor and drive key Telco metrics including Service Level Agreements (SLAs), Average Handling Time (AHT), Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Net Promoter Score (NPS)
- Mentor, coach, and develop Team Leaders to improve performance, foster high engagement, and reduce employee attrition
- Serve as a primary point of contact for the client; participate in daily, weekly, and monthly business reviews (MBRs/QBRs) to report on account health
- Manage account profitability by optimizing staffing levels, controlling shrinkage, and reducing operational costs
- Identify performance gaps and implement root-cause analysis (RCA) and corrective action plans to streamline Telco workflows (e.g., billing disputes, technical support, retention)
What we're looking for
- Minimum of 3–5 years of experience as an Operations Manager or Operations Senior Team Leader in a BPO setup
- At least 2 years of dire...