Here's an amazing opportunity to lead APAC Product Support Operations, optimising outsourced BPO teams for high growth & industry leading Saas giant known for its innovative products & award winning customer support!

Drive world-class customer experience, retention, and growth via data-driven insights, innovation, and strategic BPO management, ensuring operational excellence and budget adherence.

What you'll be doing:

As the Product Support Operations Lead, you'll be a key driver in monitoring and improving the performance of our outsourced BPO contact centers. You will be accountable for the operational delivery of customer support and value-add services for our products. Your day-to-day will involve working directly with our BPO partners, analyzing performance data, and creating action plans to ensure key metrics are met.

This role is a perfect fit for a hands-on, data-driven professional who excels at managing third-party relationships and influencing stakeholders.

What you're exciting days will look like:

• Proactively monitor and report on the overall performance of customer support, including transactional NPS, issue resolution, and service levels.
• Lead weekly business reviews with BPO partners, ensuring a high degree of accountability for performance outcomes.
• Conduct data-driven analysis to identify root causes of performance drops and develop robust action plans for improvement.
• Manage the budget for outsourced support services and forecast the impact of new services or experiments.
• Partner with internal teams to operationalize new initiatives and improve existing customer experiences.
• Forecast and sign off on staffing and capacity plans to ensure our BPO partners are adequately resourced.

What you'll bring to the table:

• Hands-on experience in a contact center operations or performance management role.
• Strong understanding of contact center KPIs and the drivers of performance.
• Significant experience forecasting and managing budgets.
• Highly data-driven and analytical, with the ability to tell stories through numbers.
• Excellent communication skills with a proven ability to engage and influence senior leaders.
• Experience with both the service and revenue-generating aspects of a contact center is highly desirable.
• Experience managing BPO partners is a plus.

If you are passionate about customer success and have a knack for operations and data, APPLY today or contact [email protected] to learn more!