Duties and Responsibilities:

Team & Operations Management

• Manage BPO teams (FTEs), monitor daily/weekly/monthly KPIs including NPS, CSAT, Reply Rate, FCR, SLA, AHT
• Design and implement escalation protocols (L1-L3), act as final point of resolution
• Optimize workforce scheduling, staffing allocation, and cross-functional collaboration

Customer Experience Enhancement

• Analyze customer interaction data (voice/email/chat) to identify pain points and drive process improvement
• Conduct regular Customer Journey Mapping workshops

Technology & Analytics

• Lead CRM system optimization
• Generate in-depth analysis reports to support data-driven decision-making.

Training & QA

• Develop training programs on soft skills & product expertise
• Implement quality calibration processes a...