Key Responsibilities:
● Lead and manage the Customer Success and Operations teams across multiple client accounts and projects.
● Drive operational excellence, ensuring process adherence, SLA compliance, and consistent service quality.
● Maintain strong relationships with key clients, acting as the senior point of contact and representing the company professionally.
● Oversee the end-to-end delivery of BPO services, ensuring customer satisfaction, retention, and account growth.
● Develop and implement strategies to optimize operational efficiency, reduce costs, and improve service levels.
● Monitor performance metrics, prepare reports, and provide actionable insights to the leadership team.
● Mentor and develop high-performing teams, fostering a culture of accountability, customer focus, and continuous improvement.
● Collaborate with internal stakeholders to address client needs and implement solutions.
● Drive change management initiatives to streamline processes and enhance the client experience.
Required Qualifications & Skills:
● 10+ years of experience in the BPO industry, with significant exposure to client-facing roles and operations management.
● Proven experience managing large teams and handling multiple client accounts simultaneously.
● Excellent communication, presentation, and interpersonal skills.
● Highly presentable, confident, and able to represent the organization to senior client stakeholders.
● Strong leadership and team-building capabilities.
● Deep understanding of BPO operational processes, KPIs, and service delivery standards.
● Analytical mindset with the ability to make data-driven decisions.
● Experience in implementing process improvements and operational best practices.
Preferred Skills:
● Experience with global clients or multi-location operations.
● Knowledge of CRM, workforce management, or ticketing tools used in BPO operations.
● Strategic planning and performance management expertise.
Pay: ₹1,800,000.00 - ₹2,200,000.00 per year
Benefits:
- Food provided
- Health insurance
- Paid sick time
- Provident Fund
Ability to commute/relocate:
- Gurugram, Haryana: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):
- Your Last Drawn Salary (In CTC) Per Annum?
Work Location: In person
