As a Customer Care Operations Manager, you will be responsible for expanding, optimizing, and managing our global BPO network. Your focus will be on: Identifying and onboarding top-tier BPO partners; Ensuring performance excellence through data-driven management and driving cost efficiencies; and Implementing new tools to minimize manual processes and improve operational agility
What will you do
Own end-to-end performance management of BPO partners.
Troubleshooting on-ground issues in coordination with relevant stakeholders (IT, Telephony)
Track KPIs (CSAT, AHT, FCR, cost per contact) to drive continuous improvement.
Leverage AI-powered analytics to enhance agent productivity and reduce inefficiencies.
Identify and assess new BPO partners to scale customer care operations.
Conduct operational, compliance, and IT due diligence before onboarding.
Negotiate high-performance SLAs that optimize cost, efficiency, and CX quality.
Seamlessly integrate BPOs into our AI-powered support ecosystem.
Optimize staffing models with AI-driven forecasting to balance demand and cost.
Ensure strict adherence to staffing schedules to meet SLAs and avoid coverage gaps.
Implement real-time monitoring tools to track workforce availability.
Identify manual, repetitive tasks and introduce AI-powered tools for efficiency.
Work cross-functionally to streamline workflows and minimize human intervention.