Operations Manager

Role Summary

Be responsible for the end-to-end delivery for an international Logistics Account in the BPO setting. Lead SLA governance, client escalations, quality uplift, and automation while transitioning the account from recovery to stable BAU. High-visibility role with direct client and leadership exposure.

Key Responsibilities

• Single point of accountability for logistics operations
• Own SLAs, KPIs, productivity, CSAT/NPS
• Lead daily/weekly/monthly client governance
• Manage escalations with 48-hour action & closure discipline
• Drive ticket response time, resolution accuracy, and quality improvements
• Lead QA automation (EvalAgent CX or similar) and coaching linkage
• Implement skill-based ticket routing with WFM alignment
• Own adoption of Freshdesk workflows, AI/Agent Assist, and CSAT tools
• Track and deliver ROI from automation initiatives
• Lead recovery, transition, and change init...