· Ensure adherence to all client SLAs and operational performance metrics.
· Act as the first level of escalation for customer-related queries to ensure timely resolution and customer satisfaction.
· Lead, coach, and develop team members to drive performance and professional growth.
· Identify performance gaps and implement appropriate corrective action plans.
· Ensure high-quality reporting and collaborate with the Operations Manager to implement effective measurement frameworks and performance reward systems.
· Engage periodically with client stakeholders at middle and senior management levels to review performance, share insights, and strengthen relationships.
· 6–8 years of experience in BPO / Customer Service Operations, with at least some exposure to team or process leadership.
· Bachelor’s degree in commerce, Liberal Arts, or Life Sciences (preferred).
· Strong communication skills with fluency in spoken and written English.
· Ability to work effectively under pressure and manage dynamic work situations.
· Strong analytical capability with proficiency in interpreting performance data.
· Good judgment and decision-making skills with a solution-oriented approach.
· Ambitious individual who can work under their own direction towards agreed targets/goals.
· Proven change management and be open to it good time management and work under tight deadlines
· Proven interpersonal skills while contributing to team effort by accomplishing related results as needed
· Maintain technical knowledge by attending educational workshops, reviewing publications.
· We wish you great success in your career and encourage you to bring your best self to work with IBM.
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