Experience
- 5 to 8 years
- The applicants should have experience in the following business area(s): BPO/ Data Entry Firm, Call Center
Education
- Bachelor/Honors
Requirements
- 5 to 8 years
- The applicants should have experience in the following business area(s): BPO/ Data Entry Firm, Call Center
Additional Requirements
- Age 30 to 40 years
End-to-End Account & Client Management
Service Delivery & Operational ExcellencePeople & Leadership ManagementSLA
KPI & Performance ManagementQuality Assurance
Compliance & GovernanceContinuous Improvement & Process Optimization
Escalation Issue & Risk ManagementPerformance Reporting & Data-Driven Insights
Business Continuity & Operational Resilience
FTE, Volume & Commercial/Billable Management
Billing & Payment Receivables Support
SOP, Training & Process Documentation
Responsibilities & Context
Role Overview
Responsible for end-to-end account management and service delivery, overseeing people, processes, client relationships, operational performance, quality, commercial performance, and continuous improvement. Drive service excellence, operational efficiency, and business outcomes while ensuring compliance with contractual commitments, SLAs, KPIs, quality standards, and client expectations.
Key Responsibilities
Manage end-to-end account operations, covering people, processes, service delivery, quality, and business commitments.
Lead, supervise and coach Team Leads, QAs, Trainers, and CSOs to drive performance, engagement, and service excellence.
Build strong client and stakeholder relationships through proactive communication, effective issue resolution, and consistent service accuracy.
Monitor and analyze operational performance to ensure achievement of SLAs, KPIs, quality standards, productivity, and customer experience objectives.
Identify performance gaps and drive continuous improvement, process optimization, corrective actions, and operational efficiency.
Manage client escalations and accuracy-related issues through timely resolution, root-cause analysis, and preventive actions.
Prepare and present performance reports, dashboards, business reviews, and action-oriented insights to support data-driven decisions.
Collaborate with internal stakeholders to optimize processes, manage operational risks, and ensure business continuity.
Ensure compliance with company policies, client requirements, SOPs, procedures, and quality standards, while maintaining accurate process and training documentation.
Track FTE/volume-based billables, support resource, and capacity requirements, and collaborate with Finance on billing and payment receivables.