Job Details:
What you'll be doing
1) Manage a team of customer service representatives, providing coaching, training and performance feedback
2) Monitor and analyze team and individual performance metrics to identify areas for improvement
3) Implement effective quality assurance processes and provide feedback to drive operational excellence
4) Collaborate with department heads to optimize workflows and implement new policies or procedures
5) Foster a positive, motivating team environment to support high staff engagement and retention
6) Identify and address any operational issues, escalating to senior management as needed
7) Ensure full compliance with client requirements, contractual obligations and internal policies

Requirements:
1) Minimum 3 years of CS Manager experience in a BPO environment
2) At least 1–2 years of contact center supervisory experience
3) Strong people management, coaching, and team development skills
4) Strong communication, problem-solving, and stakeholder management skills
5) Experience with contact center metrics, reporting tools, QA, and compliance
6) Proven experience in Finance and Billing Operations
7) Strong Client Services Management / Account Management experience
8) Experience in reviewing, interpreting, and managing SOWs
9) Experience handling financial/billing processes and operational requirements
10) Willingness to work on a shifting schedule

Recruitment Process: TA interview, Ops Interview, and Client Interview

Pre-Screening Notes

1) Years of experience as a CS Manager in BPO
2) Years of experience as a Contact Center Supervisor / Operations Supervisor
3) Do you have travel and hospitality experience?
4) Last drawn salary:
5) Expected salary: