Own the delivery of Key Performance Indicators (KPIs) such as Service Level Agreements (SLAs), Average Handle Time (AHT), Quality Scores, and Customer Satisfaction (CSAT/NPS).
Manage the account's budget. This includes monitoring CCI (Contract Controllable Income), reducing cost-to-serve, and identifying ways to improve margins through automation or process lean-outs.
Act as the primary point of contact for global clients. You will lead Weekly/Monthly Business Reviews (WBRs/MBRs) to present performance data and strategic roadmaps.
Work with Workforce Management (WFM) to ensure optimal staffing levels, managing shrinkage, attrition, and headcount growth.
Develop and execute Stay Interviews and engagement initiatives to keep turnover rates below industry benchmarks.
Collaborate with HR to interview and select top-tier talent for specialized roles (e.g., Technical Support, Finance & Accounting, or Tel...