PK-Head-WFM, QA & Training

Lead the capacity planning and budgeting for the Customer Care team.
Manage the P&L, identify cost saving initiatives and drive efficiencies.
Drive key productivity metrics within the live channel teams to boost operational performance.
Conduct quality audits as per the 5LS framework to enhance service levels.
Drive a continuous improvement mindset in the team by deriving insights from compliance and quality audits.
Develop and execute the training strategy for the Customer Care team.
Work closely with the BPO’s in multiple markets to foster a strong partnership and ensure consistent deliverables.
Ensure close coordination with internal HR, Finance and Procurement Business Partners.

Job Requirements

Bachelor’s degree in Supply Chain, Economics, Business Management or a related field.
8–12 years of experience in customer service, planning or BPO roles.
Having both a strategic and tactical lens to drive key business initiatives and ensure smooth operations.
Strong Excel, CRM and data handling skills with attention to detail.
Ability to interpret performance data and convert them into actionable plans that drive optimization.
Organized, proactive, and comfortable in working with cross-functional teams across ventures.
Exposure of working with external stakeholders. Ideally third-party service providers such as BPO’s.

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