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PLAUD PTE. LTD. | singapore, Singapore | Posted June 28, 2026
Position Overview
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.
Minimum Qualifications - Solid Experience: 4 to 6 years of hands...