Location : Remote ( Work from Home )

Department : Operations and delivery

Employment Type : Full time

Experience : 5 - 10 years

Role Summary

We are seeking a highly capable Delivery Lead to lead and scale our client's platform-based BPO operations. In this role, you will bridge the gap between technology and operations, managing round-the-clock service delivery across proprietary or third-party platforms (BPaaS).

The primary focus of this leadership role is driving operational excellence, ensuring flawless SLA execution, and consistently elevating Customer Satisfaction (CSAT) across distributed teams. While core expertise in tech-enabled platform delivery, 24x7 workforce management, and remote operations monitoring is mandatory. An exposure in the logistics industry, if any, will be considered a plus.

Key Responsibilities

SLA Management & CSAT Excellence

- Own and drive rigorous adherence to all client Service Level Agreements (SLAs), including Turnaround Time (TAT) and Quality Assurance (QA)
- Ability to understand AI based Technology Delivery Platforms, evangelize Tech platform to BPO team teams and lead Human in the Loop systems by example
- Conduct deep-dive root-cause analyses on any SLA breaches or CSAT dips, implementing proactive mitigation plans to ensure contractual compliance and client delight.
- Align delivery floor KPIs directly with client-facing CSAT goals to ensure a customer-centric operational culture.

Platform Delivery & Remote Operations Monitoring

- Direct the end-to-end delivery of AI Tech platform-based BPO services, ensuring seamless execution of human-in-the-loop processes within SaaS/BPaaS environments.




- Implement and oversee strict remote operations monitoring frameworks, leveraging productivity trackers, screen-monitoring software, and workforce analytics to maintain high performance, data security, and engagement across work-from-home (WFH) or hybrid teams.
- Partner with product and technology teams to troubleshoot platform workflows, optimize user interfaces, and drive process automation to reduce manual handle times.

Workforce Management & 24x7 Rostering

- Design and execute complex 24x7 rostering and scheduling strategies to guarantee continuous, uninterrupted global service delivery across multiple time zones.
- Manage capacity routing and agile resource allocation across platform workflows to maintain operational efficiency during volume spikes, absenteeism, and shift handovers.

Client Relationship & Account Management

- Serve as the strategic escalation point for key client stakeholders, leading Monthly and Quarterly Business Reviews (MBRs/QBRs) strictly focused on SLA performance, CSAT metrics, and continuous improvement.
- Provide data-driven insights to clients on how platform utilization and operational tweaks can optimize their overall business outcomes.




- Ability to Partner in Cross-Sell and Upsell goals with the Sales/Account Management team while focusing on Delivery as primary lever

Team Leadership & Development

- Ability to adopt AI based Technology Platform as leader, to be able to demo the platforms to clients and show business impact of Product Features to internal team members as well as client team members
- Lead, mentor, and scale a tiered operations team (Operations Managers, Team Leads, and frontline agents) operating continuously across all shifts.
- Cultivate a culture of accountability, continuous learning, and deep focus on quality metrics across the delivery unit.
- Manage the delivery center's P&L;, optimizing cost-per-transaction and gross margins without compromising on SLAs or CSAT.

Qualifications

- Experience: Minimum 5 years to a maximum of 10 years of overall experience in the BPO/BPM sector. Exposure to Logistics domain is a plus, but not a must.
- Platform Expertise: Demonstrated experience managing and scaling Platform-based BPO (BPaaS) or tech-enabled service operations.
- Workforce & Remote Management: Proven expertise in executing 24x7 shift rostering and utilizing remote operations monitoring systems for distributed teams.
- Metric Mastery: Proven track record of owning, reporting on, and significantly improving core operations metrics—specifically SLAs, CSAT, NPS, and Quality scores.
- Leadership: 3–4 years of experience leading large-scale operations teams (50+ FTEs) in a fast-paced, multi-shift environment.
- Education: Bachelor’s degree in Business Administration, Operations, or a related discipline.

📌 BPO delivery Lead (India)
🏢 Quadagile Consulting
📍 India