Job Title: Program Manager – BPO Operations
Location: Panchkula, Haryana
Shift: Rotational / 24x7 Operations
Work Mode: Work From Office
Experience: 8+ Years
About the Role
We are seeking an experienced Program Manager to lead and scale a high-volume customer support operation serving a US-based logistics client. The ideal candidate will own client relationships, drive operational excellence, manage cross-functional teams, and ensure delivery against key performance metrics.
Key Responsibilities
- Act as the primary point of contact for the client and manage stakeholder relationships.
- Lead Weekly Business Reviews (WBRs), performance discussions, and executive-level meetings.
- Own operational KPIs including CSAT, FCR, Adherence, Quality, Availability, Transfer Rate, and Response Times.
- Partner with Operations, Quality, Training, and Workforce Management teams to drive performance improvements.
- Analyze trends, conduct root cause analysis, and implement corrective action plans.
- Manage client escalations, expansion opportunities, and business growth initiatives.
- Build, coach, and develop leadership teams across operations functions.
- Drive workforce planning, capacity management, and headcount ramp-ups.
- Ensure smooth execution of a 24x7 support environment.
Required Skills & Experience
- 8+ years of experience in BPO, Contact Center Operations, or Managed Services.
- Proven experience managing enterprise client relationships.
- Experience leading large customer support teams (30+ agents).
- Strong understanding of contact center metrics such as CSAT, FCR, AHT, Adherence, Shrinkage, and KPI scorecards.
- Excellent communication, presentation, and stakeholder management skills.
- Strong analytical and reporting capabilities with expertise in performance dashboards and RCA.
- Experience in workforce planning and operational scaling.
- Exposure to logistics, delivery support, or high-volume customer support operations is preferred.
- Familiarity with CRM and support tools such as Salesforce, Twilio, Metabase, or similar platforms.
What We Offer
- Opportunity to lead a strategic client program.
- High visibility with senior leadership and client stakeholders.
- Dynamic and fast-paced work environment.
- Career growth in a rapidly expanding organization.
Interested candidates can share their updated resume at [email protected]
Pay: ₹37,201.90 - ₹80,265.08 per year
Benefits:
- Flexible schedule
- Paid sick time
- Provident Fund
Work Location: In person
