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Job Description
Structured overview of role & requirementsAbout This Role
Manage daily operations of combined front-office and back-office teams to achieve KPIs, SLAs, quality, productivity, and customer satisfaction targets.
Lead and develop Team Leaders, Supervisors, and frontline staff through coaching, performance reviews, and succession planning.
Drive continuous improvement initiatives including Lean, Six Sigma projects, workforce planning, and financial management to optimize efficiency and service delivery.
Minimum Requirements
Bachelor's degree in relevant field.
3-6 years of relevant operational management experience.
Experience in managing blended teams and driving KPIs including SLAs, CSAT, and productivity metrics.
Work Experience Required: 3-6 years
Ideal Candidate Profile
Experienced in operational management with strong ability to lead multi-tier teams in service delivery environments.
Proficient in performance monitoring, workforce and capacity planning, and operational governance.
Skilled in continuous improvement methodologies like Lean and Six Sigma and handling client/stakeholder engagement.