Head of International Operations

Job Type: Full-Time – US Shift
Experience Required: 8+ Years (Minimum 5 years in a managerial role with international chat support)Industry: BPO/KPO About the Role:We're seeking a dynamic and results-driven Floor Manager & Head of Operations to lead and oversee our international chat support operations. This senior-level position requires strong leadership, operational expertise, and a passion for delivering exceptional customer service.Key Responsibilities:Lead day-to-day international chat support operations, ensuring high-quality service and adherence to global standardsManage and mentor team managers to foster high performanceHandle escalations and deliver quick, professional resolutionsDrive effective shift planning, real-time floor monitoring, and SLA adherenceAnalyze performance metrics and KPIs to identify opportunities for growthDeliver ongoing coaching, training, and performance reviewsFoster a culture of accountability, quality, and operational excellenceRequirements:8+ years in BPO/KPO chat support operations5+ years in managerial roles leading large teams and multiple team leadersMust have prior experience managing international BPO chat support operations (domestic-only experience will not qualify)Strong understanding of global chat KPIs, SLAs, and customer service benchmarksExceptional leadership, coaching, and conflict-resolution skillsAble to make sound decisions under pressure and manage escalations with professionalismProficient in chat platforms, CRM systems, and performance dashboards