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Scope of Role

Responsible for overseeing outsourced call center operations across four accounts, monitoring KPIs and SLAs, managing service provider performance, ensuring effective complaint resolution and service quality, coordinating with internal stakeholders, and continuous improvement in customer experience and operational efficiency.

Key Responsibilities

• Oversee the daily operations of the outsourced call center across 4 accounts, ensuring compliance with agreed service levels, contractual obligations, and operational requirements.
• Act as the primary operational point of contact between the company and the outsourced call center provider, ensuring effective communication, coordination, and issue resolution.
• Monitor the performance of the outsourced call center provider against agreed KPIs, SLAs, quality standards, and service delivery targets across all assigned accounts.
• Monitor after-sales support operations, including customer complaints, maintenance requests, service center referrals, and follow-up activities, ensuring timely and effective resolution.
• Track and analyze operational KPIs, including Service Level, Average Handling Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), Quality Scores, and Abandonment Rate.
• Review performance reports submitted by the outsourced provider, validate results against agreed targets, and highlight service gaps, operational risks, and improvement areas.
• Develop and follow up on corrective action plans with the outsourced provider to address performance gaps, improve service quality, and enhance customer experience.
• Conduct regular operational and performance review meetings with the outsourced provider to assess results, address challenges, and agree on improvement actions.
• Coordinate with internal departments and account stakeholders to communicate product updates, service procedures, policy changes, and account-specific requirements to the outsourced team.
• Identify opportunities to improve outsourced call center performance, operational efficiency, service quality, and cost-effectiveness.

Job Requirements

• 7+ years of relevant experience in call center operations, customer service, or contact center management.
• Proven experience managing multiple call center accounts simultaneously.
• Demonstrated experience managing Call Center Team Leaders and overseeing large agent teams.
• Previous experience in after-sales service, maintenance support, complaint management, or service center coordination is highly preferred.
• Experience in telecommunications, or retail customer service is a strong advantage.
• Strong knowledge of call center KPIs, quality assurance, workforce management, and performance reporting.
• Excellent leadership, coaching, problem-solving, analytical, and decision-making skills.
• Strong communication and stakeholder management abilities.
• Proficiency in Microsoft Excel and call center reporting tools.
• Bachelor’s degree in business administration or a related field is preferred.