We are looking for a proactive and results-driven Operational Lead to manage and oversee daily operations for a Telecommunications (Telco) account. This role is critical in ensuring service excellence, operational efficiency, and client satisfaction. The ideal candidate will have strong leadership skills, industry knowledge, and experience in managing teams within a BPO or telco environment.

Key Responsibilities:

• Oversee end-to-end operations of the telco account, ensuring all KPIs and SLAs are consistently met or exceeded.
• Lead, coach, and mentor a team of supervisors, team leads, and front-line agents.
• Act as the primary point of contact for the client on operational matters; build and maintain strong client relationships.
• Monitor and analyze performance metrics; implement strategies for continuous improvement.
• Ensure compliance with client requirements, industry regulations, and company policies.
• Collaborate with support departments (e.g., QA, Workforce, Training, HR) to align operational needs.
• Conduct regular business reviews with clients and internal stakeholders.
• Manage staffing, scheduling, and resource allocation to support peak volumes and special projects.
• Identify risks and develop contingency plans to mitigate operational disruptions.
• Prepare and deliver operational reports, performance dashboards, and action plans