Own end-to-end BPO management, acting as the primary point of contact to ensure alignment on operational goals, performance expectations, and business outcomes.
Collaborate with BPO leads, agents, and internal stakeholders to drive action plans and initiatives that achieve key KPIs (e.g., AHT, productivity, E2E performance, attendance and etc).
Monitor and manage vendor performance against SLAs, proactively identifying gaps and implementing corrective actions, including performance improvement plans and penalties where applicable.
Maintain backlog at optimal levels while ensuring consistent achievement of end-to-end agent performance targets.
Lead regular (bi-weekly) business reviews with BPO partners to evaluate performance, address gaps, and drive continuous improvement.
Oversee contract governance, ensuring full compliance with agreed terms, and address any gaps related to contract adherence or service...