Own end-to-end delivery of assigned BPO processes/accounts and ensure performance against contractual SLAs, KPIs, AHT, CSAT, Quality, Productivity, TAT, and other agreed metrics.
Lead and coach Operations Managers, Team Leaders, and support functions to build a high-performing and accountable operations team.
Act as the primary operational point of contact for clients, conducting governance reviews, performance discussions, escalations, and action-plan tracking.
Develop and execute operational plans, capacity plans, staffing strategies, and contingency plans in line with forecasted business volumes.
Monitor daily, weekly, and monthly performance dashboards; identify gaps and implement corrective and preventive actions.
Drive workforce productivity, utilization, shrinkage control, adherence, occupancy, and cost optimization.
Partner with Workforce Management, Quality, Training, HR, Finance, IT, and other functions to ensure seamless service delivery.
Own operational escalations and ensure timely resolution of critical customer, process, people,



and technology issues.
Drive Lean / Six Sigma, automation, process re-engineering, and continuous improvement initiatives to improve customer experience and reduce operating cost.
Ensure compliance with client requirements, company policies, information-security standards, audit requirements, and applicable regulatory controls.
Review P&L; / account financial performance, identify revenue or cost opportunities, and support budgeting and forecasting activities.
Identify operational risks and business-continuity requirements and maintain appropriate mitigation plans.
Prepare and present executive-level MIS, governance reports, business reviews, and performance insights.
Support current process transitions, migrations, launches, ramp-ups, and change-management initiatives.
Drive employee engagement, retention, succession planning, capability development, and a solid performance culture.

📌 Bpo Delivery Lead Mohali Sahibzada Ajit Singh Nagar
🏢 B2C Solutions Wll
📍 Sahibzada Ajit Singh Nagar