Location
singapore, singapore, Singapore
Posted
June 28, 2026
Job Description
What You Will Do
- Drive Daily Operations: Act as the main operational point of contact for our BPO partners, ensuring day‑to‑day frontline support runs smoothly and efficiently.
- Monitor Core Metrics: Keep a close eye on real‑time and historical performance data, ensuring vendor teams consistently hit or exceed vital SLAs, CSAT, and AHT targets.
- Manage Escalations: Step in to resolve complex operational roadblocks and high‑priority customer escalations that cross over between our BPO and internal teams.
- Align and Calibrate: Lead weekly syncs, QA calibrations, and training refreshers with BPO team leads to ensure they perfectly mirror Plaud’s voice, culture, and product updates.
- Process Optimization: Continuously identify friction points in frontline workflows and collaborate with the BPO Manager to roll out better, faster support processes.
- Solid Experience: 4 to 6 years of hands...