• Manage teams with a headcount of 65 to 80, supporting up to 20 accounts/clients.
• Monitor KPIs and SLAs across all accounts and ensure service excellence.
• Lead and coach Group Leaders and Team Leaders, conduct performance reviews, and implement improvement plans.
• Work with Workforce Management for scheduling needs across accounts.
• Lead process documentation and quality improvement projects.
• Conduct training sessions and support leadership development of team members.
• Regularly report account performance and updates to senior management and clients.
• Manage client communication, handle escalations, and present account reviews.
• Support the VP for Service Delivery, Country Manager, and CEO with tasks and client management.

• 2-3 years of experience managing operations in customer service, e-commerce, and other business lines.
• Strong knowledge of Quality Methodologies (RCA, Pareto, Ishikawa, Six Sigma, etc.).
• Experience in operational data analysis and reporting.
• Understanding of key metrics, penalty-driven metrics, and P&L.
• Proficiency in MS Office and Google Docs.
• Strong leadership, people management, and decision-making skills.
• Excellent verbal and written communication skills.
• Project management, capacity planning, and client management experience.
• Experience in process documentation, auditing, and training delivery.
• Ability to work in a fast-paced, dynamic environment, handling multiple tasks with accuracy and timeliness.

Nice to Have:

• Knowledge of quality tools and approaches (DMAIC, RCA).