Key Responsibilities

Performance & Operations Management

• Design, review, and promote visibility of KPI dashboards for agents and supervisors.
• Conduct weekly reviews of:
  • Production results
  • SLA performance
  • Root cause analysis and corrective actions
• Oversee hiring and internal promotions through interviews or recorded interview reviews.
• Own weekly quality calibration sessions with clients and ensure closure of all findings.
• Handle client requests and escalations promptly; escalate risks that may impact delivery, employee welfare, or client trust.

Qualifications

• Proven experience managing operations in a BPO, technical support, or solar-related campaign.
• Strong leadership, coaching, and performance management skills.
• Experience managing client relationships and escalations.
• Data-driven mindset with strong KPI ownership.
• Ability to work onsite and lead cross-functional teams.