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 initiatives into BAU
Required Qualifications
8–12 years in BPO / CX Oper...