Lead II Delivery Service Pakistan

Serve as the main operational point of contact for a BPO partner, ensuring alignment with standards, processes, and performance targets. Drive day-to-day performance by monitoring KPIs like satisfaction scores, FCR, AHT, productivity, and quality, and respond quickly to deviations. Partner with BPO management, onsite leads, and internal teams (WFM, Quality, Training) to roll out initiatives, manage incidents, and continuously improve hub operations. Provide insights from operational data to support better customer, rider, and vendor experiences.