Lead II Delivery Service

About the role

We are looking for a Lead II Delivery Service to act as the main operational point of contact for our BPO partner in Pakistan. You will ensure alignment with our standards, processes, and performance targets while driving continuous improvement.

Key responsibilities

• Monitor day‑to‑day performance, tracking KPIs such as Satisfaction Scores, first contact resolution, average handling times, productivity and quality scores.
• Collaborate with BPO management and on‑site team leads to maintain high service quality, support onboarding, training adherence and workforce management.
• Conduct regular operational reviews, identify root causes of performance gaps and drive corrective action plans.
• Partner with WFM, Quality, Training and other HQ teams to roll out initiatives, tooling updates and process changes.
• Escalate and manage critical incidents or service disruptions, coordinating rapid response across stakeholders.
• Serve as knowledge owner for market operational nuances, translating BPO data into actionable insights.

Required profile

• Bachelor’s degree in Business, Operations or related fields.
• 3‑5 years of experience in customer service operations, BPO management or a similar operational role.
• Hands‑on experience working within or alongside BPO/outsourced environments, preferably in a vendor‑facing or on‑site capacity.
• Strong analytical skills and comfort working with operational dashboards and data.
• Excellent communication and stakeholder management abilities.
• Ability to operate autonomously, manage competing priorities and execute quickly in a high‑volume, fast‑changing environment.
• Fluency in English.