Responsibilities

• Manage teams with a headcount of 65 to 80, supporting up to 20 accounts/clients.
• Monitor KPIs and SLAs across all accounts and ensure service excellence.
• Lead and coach Group Leaders and Team Leaders, conduct performance reviews, and implement improvement plans.
• Work with Workforce Management for scheduling needs across accounts.
• Lead process documentation and quality improvement projects.
• Conduct training sessions and support leadership development of team members.
• Regularly report account performance and updates to senior management and clients.
• Manage client communication, handle escalations, and present account reviews.
• Support the VP for Service Delivery, Country Manager, and CEO with tasks and client management.
• 2-3 years of experience managing operations in customer service, e-commerce, and other business lines.
• Strong knowledge of Quality Methodologies ...