Manager, Frontline Services

• Lead day-to-day frontline operations and ensure achievement of SLA KPI productivity quality CSAT/NPS and revenue targets.
  
• Manage client relationships operational reviews escalations contractual commitments and service delivery requirements.
  
• Lead coach and performance-manage supervisors team leads and frontline employees while driving engagement accountability and productivity.
  
• Partner with Workforce Management to optimize staffing scheduling attendance adherence occupancy AHT and resource utilization.
  
• Monitor customer experience and quality metrics identify service gaps and implement corrective and preventive actions.
  
• Analyze operational data identify performance gaps and root causes and implement continuous improvement initiatives.
  
• Drive process efficiency cost optimization automation and adherence to approved SOPs and service standards
  
• .Ensure compliance with company policies client requirements data protection information security and applicable regulatory standards.
  
• Prepare and present operational client and management reports including performance trends forecasts risks and improvement plans.
  
• Ensure business continuity effective escalation management and timely resolution of operational and client issues.
  

Requirements

• Bachelors degree in Business Administration Management Social Sciences or a related field.
  
• 58 years experience in BPO contact center customer experience or service operations with at least 23 years in a supervisory/managerial role.
  
• Proven experience managing frontline teams and client accounts
  
• Strong knowledge of BPO/contact center metrics workforce management quality management and service delivery.
  
• Excellent leadership client management analytical problem-solving communication and reporting skills.
  
• Proficiency in CRM workforce management and operational reporting tools.
  

Required Skills:

Bachelors degree in Business Administration Management Social Sciences or a related field. 58 years experience in BPO contact center customer experience or service operations with at least 23 years in a supervisory/managerial role. Proven experience managing frontline teams and client accounts Strong knowledge of BPO/contact center metrics workforce management quality management and service delivery. Excellent leadership client management analytical problem-solving communication and reporting skills. Proficiency in CRM workforce management and operational reporting tools.

Required Education:

Bachelors degree in Business Administration Management Social Sciences or a related field

Employment Type : Full Time
Experience: years
Vacancy: 1