Manager, Frontline Services

• Lead day-to-day frontline operations and ensure achievement of SLA, KPI, productivity, quality, CSAT/NPS, and revenue targets.
  
• Manage client relationships, operational reviews, escalations, contractual commitments, and service delivery requirements.
  
• Lead, coach, and performance-manage supervisors, team leads, and frontline employees while driving engagement, accountability, and productivity.
  
• Partner with Workforce Management to optimize staffing, scheduling, attendance, adherence, occupancy, AHT, and resource utilization.
  
• Monitor customer experience and quality metrics, identify service gaps, and implement corrective and preventive actions.
  
• Analyze operational data, identify performance gaps and root causes, and implement continuous improvement initiatives.
  
• Drive process efficiency, cost optimization, automation, and adherence to approved SOPs and service standards
  
• .Ensure compliance with company policies, client requirements, data protection, information security, and applicable regulatory standards.
  
• Prepare and present operational, client, and management reports, including performance trends, forecasts, risks, and improvement plans.
  
• Ensure business continuity, effective escalation management, and timely resolution of operational and client issues.
  

Requirements

• Bachelor’s degree in Business Administration, Management, Social Sciences, or a related field.
  
• 5–8 years’ experience in BPO, contact center, customer experience, or service operations, with at least 2–3 years in a supervisory/managerial role.
  
• Proven experience managing frontline teams and client accounts
  
• Strong knowledge of BPO/contact center metrics, workforce management, quality management, and service delivery.
  
• Excellent leadership, client management, analytical, problem-solving, communication, and reporting skills.
  
• Proficiency in CRM, workforce management, and operational reporting tools.