BPO Senior Manager

Operations Management Own end-to-end delivery of L1 Helpdesk support operations. Ensure adherence to SLAs, KPIs, and client contractual requirements. Monitor daily service desk performance and manage escalations effectively. Oversee incident, request, and ticket management processes. Coordinate with IT teams for tool issues, outages, or major incidents. Participate in client meetings, governance calls, and QBRs. Collaborate with Quality, Training, and HR to maintain high service standards. Ensure all employees are trained on SOPs, tools, processes, and updates. Support Training teams in new hire training, cross-skilling, and upskilling. Analyze trends in ticket volumes, AHT, FCR, escalations, and CSAT. Implement industry best practices for service desk operations. Lead, mentor, and develop a team of Team Leaders and L1 Helpdesk Associates. Conduct performance reviews, coaching sessions, and career development plans. Manage staffing, scheduling, and workforce planning in partnership with WFM. Bachelor's degree or equivalent; Master's degree preferred. 8+ years of experience in Service Desk / Helpdesk Operations, with at least 2 years in a managerial role. Strong understanding of ITIL processes, incident/request management, and service desk tools (ServiceNow, Remedy, Freshservice, etc.). Experience managing teams in a BPO or ITeS environment. Excellent leadership, communication, and client engagement skills. Strong analytical, reporting, and decision-making abilities. Ability to manage high-pressure situations and complex escalations. ITIL Foundation certification. Experience handling global clients (US/UK/ANZ). Exposure to transition management or process migrations. Experience with automation initiatives (chatbots, macros, scripts). Service Delivery Management Team Leadership & People Management Client Relationship Management Data Analysis & Reporting Problem Solving & Decision Making Process Improvement Stakeholder Collaboration