Senior Client Delivery Manager – Customer Operations
Summary
Moratuwa,
Sri Lanka
On-Site
LKR
250000
-
500000
Full-time
Category
Other
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Roles & Responsibilities
Our client, a reputed BPO based in Moratuwa, is seeking experienced and results-driven professionals to join their Customer Operations team as Senior Client Delivery Managers. The ideal candidates will oversee client delivery operations for UK-based accounts, ensuring service excellence and operational efficiency while leading teams to achieve performance goals.
RESPONSIBILITIES:
- Manage day-to-day operations and ensure timely, high-quality service delivery.
- Lead, coach, and motivate teams of approximately 15 agents.
- Oversee training, performance reviews, and continuous improvement initiatives.
- Monitor KPIs, SLAs, and quality standards to meet client expectations.
- Collaborate with cross-functional teams to drive operational excellence.
- Generate and present performance reports and dashboards.
Pre Requisites
- Bachelor’s degree in Business Administration, Management, or a related field (Master’s preferred).
- Minimum 5 years of experience managing teams in a BPO call center/contact center environment.
- Proven leadership in coaching, performance management, and process optimization.
- Excellent communication skills in English (both written and verbal).
- Proficiency in CRM systems, dialers, QA systems, and reporting dashboards.
- Prior experience managing UK or European client accounts preferred.
- Willingness to work onsite in Moratuwa during UK business hours (12:00 PM – 9:00 PM).
- Transport facility provided after work.