Manager, Frontline Services

Lead day-to-day frontline operations and ensure achievement of SLA, KPI, productivity, quality, CSAT/NPS, and revenue targets. Manage client relationships, operational reviews, escalations, contractual commitments, and service delivery requirements. Lead, coach, and performance-manage supervisors, team leads, and frontline employees while driving engagement, accountability, and productivity.

Partner with Workforce Management to optimize staffing, scheduling, attendance, adherence, occupancy, AHT, and resource utilization. Monitor customer experience and quality metrics, identify service gaps, and implement corrective and preventive actions. Analyze operational data, identify performance gaps and root causes, and implement continuous improvement initiatives.

Drive process efficiency, cost optimization, automation, and adherence to approved SOPs and service standards .Ensure compliance with company policies, client requirements, data protection, information security, and applicable regulatory standards. Prepare and present operational, client, and management reports, including performance trends, forecasts, risks, and improvement plans.

Ensure business continuity, effective escalation management, and timely resolution of operational and client issues.

Requirements

Bachelor’s degree in Business Administration, Management, Social Sciences, or a related field. 5–8 years’ experience in BPO, contact center, customer experience, or service operations, with at least 2–3 years in a supervisory/managerial role. Proven experience managing frontline teams and client accounts Strong knowledge of BPO/contact center metrics, workforce management, quality management, and service delivery.

Excellent leadership, client management, analytical, problem-solving, communication, and reporting skills. Proficiency in CRM, workforce management, and operational reporting tools.