The CCaaS Leader will lead the operational and strategic execution of the Customer Care as a Service (CCaaS) business unit within the BPO environment. This role ensures excellence in service delivery, Client satisfaction, and financial performance across multiple client accounts. The incumbent will build scalable, efficient, and high-quality operations aligned with contractual SLAs and organizational growth targets. 

Key Accountabilities: 

• Lead day-to-day BPO operations across multiple client accounts, ensuring SLA and KPI compliance. 
• implement, and continuously improve processes for customer engagement, quality assurance, and performance tracking. 
• Ensure optimal resource utilization, workforce planning, and cost efficiency. 
• Serve as the primary operational contact for client accounts. 
• Prepare and communicate daily, weekly, and monthly performance reports with the team. 
• Proactively identify service gaps, risks, and areas for improvement. 
• Drive employee engagement, retention, and talent development across teams. 
• Supervise a team of customer service agents to ensure targets are met in terms of AHT, FCR, CSAT, Adherence, and Quality. 
• Conduct regular one-on-one coaching sessions and feedback discussions with agents. 
• Identify training needs and coordinate with Quality & Training teams to enhance skills. 
• Recognize high performers and motivate the team to achieve excellence. 
• Handle escalated customer issues professionally and ensure resolution. 
• Track and report team performance metrics to the Operations Manager. 
• Communicate updates, new procedures, and announcements to the team clearly.
• Participate in regular operations and client review meetings 

• Bachelor’s degree in business administration-related field or equivalent.
• A minimum of 6 months of CC Operations experience or similar Role.