BPO Service Delivery Leader

C
Calling 24o7 BPO Services Pvt Ltd


Quality Analyst (BPO)
Calling 24o7 BPO Services Pvt Ltd • Maharashtra • via Shine
7 days ago
Full–time
Apply on Shine
Apply on GrabJobs
Job description
You will be responsible for monitoring and evaluating inbound/outbound calls, chats, and emails to ensure quality, accuracy, and compliance with company policies. Providing detailed and constructive feedback to agents and team leaders to drive performance improvement will be a key part of your role. You will also conduct regular calibration sessions with the quality and operations teams to ensure ...
Report this listing

Resolve GSC


BPO Service Delivery Leader
Resolve GSC • Mumbai, Maharashtra • via LinkedIn
2 days ago
Full–time
No Degree Mentioned
Apply on LinkedIn
Job description
About Client

Our client is one of the largest Air Freight Forwarder in INDIA who is centralizing their processes in Mumbai Location

Role: Service Delivery Leader

Shift Timing: 10 AM – 7 PM IST (Mon – Fri)- 2nd Saturday's Off.

Salary: 10 - 14 Lakhs Per Annum (Fixed)

Mode: Work From Office

Location: Mumbai – Andheri East

Responsibilities:

Client & Stakeholder Engagement:

- Act as the primary liaison for client communication and relationship management.

- Ensure alignment with client objectives and deliverables.

- Manage escalations and provide timely resolutions.

Operational Governance:

- Deliver all contractual SLAs and KPIs (CSAT, AHT, Quality, Compliance).

- Implement continuous improvement initiatives to enhance efficiency and customer experience.

-Optimize schedule adherence and manage shrinkage.

Leadership & People Management:

- Lead and mentor a team of supervisors and agents to achieve performance goals.

- Foster a culture of accountability, engagement, and excellence.

- Build high-performing teams through coaching, mentoring, and succession planning.

- Monitor attrition and engagement scores, implement retention strategies.

Technology & Workforce Optimization:

- - Leverage WFM reports for accurate forecasting, scheduling, and adherence.

Performance Reporting:

- Analyze operational data to identify trends and implement corrective actions.

- Prepare and present performance reports to client stakeholders.

- Managerial Experience: 6–8 years managing big teams

- Excellent senior management stakeholder skills

Qualifications

· Candidate must be from BPO only

· Should have proven experience of BPO operations management and should have eye on details.

· Should have excellent communication skills (Both eMail writing & speaking)

· MUST HAVE experience in Handling 100+ FTE team, TLs, Managers etc.

· 10 – 12 yrs of work experience in BPO Operations. Having experience in logistics would be an added advantage.

· Should have great people management skills and expertise