Global Head Operations

The role of Global Head Operations in Chat Support based in Jabalpur, Madhya Pradesh, requires a minimum of 8 years of experience in BPO/KPO, with at least 5 years in a leadership position. As the Global Head Operations, you will be responsible for managing daily floor operations, mentoring managers, ensuring compliance with SLAs, and driving team performance in a fast-paced BPO/KPO environment. Your key responsibilities will include overseeing daily chat support operations, leading and coaching team managers, ensuring SLAs, quality, and productivity goals are met, handling escalations and supporting complex queries, analyzing performance reports to drive improvements, and fostering a high-performance, accountable team culture. To excel in this role, you should have a strong understanding of KPIs, SLAs, and customer service, along with excellent communication, decision-making, and team management skills. Additionally, experience with chat tools and live monitoring systems will be advantageous. If you are a results-driven professional with a proven track record in BPO/KPO operations and leadership, this opportunity offers a competitive salary based on industry standards and a chance to lead and drive the success of our chat support teams in a dynamic and challenging environment.,