BPO Senior Manager

Oversee daily BPO operations to achieve SLAs, productivity, quality, and customer satisfaction targets. Lead and manage large-scale teams, driving performance and accountability while handling workforce planning, capacity management, and resource allocation. Track KPIs such as AHT, SLA, productivity, quality, and CSAT, implement corrective actions, and deliver operational strategies and continuous improvement initiatives. Prepare performance dashboards for senior leadership and ensure compliance with regulations and internal policies.