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Manager, Frontline Services
Job Location:
Monthly Salary:
Not provided by the employer
Monthly Salary:
Experience Required:
5years
Experience Required:
Posted:
13 August 2026 (30+ days ago)
Posted:
Application Deadline:
10 November 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
- 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
- Bachelors degree in Business Administration Management Social Sciences or a related field.
- 58 years experience in BPO contact center customer experience or service operations with at least 23 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.
Required Skills:
Bachelors degree in Business Administration Management Social Sciences or a related field. 58 years experience in BPO contact center customer experience or service operations with at least 23 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.
Required Education:
Bachelors degree in Business Administration Management Social Sciences or a related field
