Sr. Manager / Lead - Operations - BPM - Customer Support

Key Responsibilities

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