Key Responsibilities

Design, review, and promote visibility of KPI dashboards for agents and supervisors.

Conduct weekly reviews of:

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.