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
- 812 years in BPO / CX Operations (mandatory)
- Logistics account experience (mandatory)
- 35+ years managing large international clients
- Experience managing delivery across India & Philippines
- Proven account recovery / turnaround experience
- Strong background in ticket-based support environments
- Hands-on with SLA, KPI, QA automation, and WFM concepts
- Data-driven, client-facing leader with strong escalation handling skills
If you're an operations leader who takes full ownership, is trusted in executive client forums, and has led recovery of complex logistics accountsthis role gives you the authority and visibility to do your best work. It is an opportunity to recover, scale, and stabilize a global logistics account while leading visible transformation with real authority and impact.
