Customer Support Team Lead

Job description

***Lead Service Partner Operations (CST)*** ***Location: Gurgaon*** **WFO** **6 Days working** ***Role Summary*** Own the end-to-end management of OYO's outsourced Customer Support Operations across multiple BPO partners. Drive service delivery, customer experience, operational excellence, commercial governance, and continuous improvement while ensuring partner accountability against defined business KPIs. Key Responsibilities Service Partner Management - Own end-to-end governance of outsourced contact center partners. - Conduct Daily, Weekly, and Monthly Business Reviews (DBR/WBR/MBR). - Ensure SLA adherence and operational readiness across all partner sites. Operations Excellence - Manage Voice, Chat, Email, Escalations, and Back-office operations. - Monitor productivity, occupancy, shrinkage, queue health, and service levels. - Drive continuous process improvements to enhance customer experience. Customer Experience - Own and improve key customer metrics: - CSAT - FCR - AHT - Resolution TAT - Escalation Rate - Quality Score - Commercial & Financial Governance - Validate vendor billing and commercial payouts. - Drive cost optimization and productivity improvements. - Monitor Cost per Contact, Cost per Resolution, and partner efficiency. - Workforce & Performance Management - Partner with WFM on forecasting, staffing, and capacity planning. - Drive hiring readiness, productivity, and utilization across partners. - Transformation & Automation - Lead AI Voice Bot, Chatbot, and automation initiatives. - Improve containment, self-service adoption, and operational efficiency. Stakeholder Management Collaborate with Operations, Product, Tech, Finance, WFM, QA, Training, and Business teams to drive operational excellence and partner performance. Key KPIs - SLA & Service Levels - CSAT / FCR / AHT - Quality Score - Productivity & Occupancy - Cost per Contact / Cost per Resolution - Vendor Scorecard - AI Containment & Automation Adoption - Budget Adherence & Cost Savings Desired Profile 4 - 12 years of experience in Customer Operations with 5+ years managing outsourced/BPO operations. Strong understanding of Contact Center Operations, Vendor Management, Workforce Planning, Customer Experience, and Commercial Governance. Proven experience in driving operational excellence, cost optimization, and AI-led transformation. Strong analytical, stakeholder management, and leadership skills. Please read the JD properly and if this profile is suitable for you and having the similar experience only then share your details in the given whatsApp number - **( 9608723030 )- Adarsh Anand**