Job Summary:
As an Operations Manager in the BPO industry, you will be responsible for overseeing the day-to-day operations of the BPO center, ensuring high-quality service delivery, meeting client expectations, and driving process improvements. You will manage teams, implement strategic initiatives, and ensure that performance targets are achieved. This role requires strong leadership, exceptional problem-solving skills, and the ability to work in a fast-paced, client-driven environment.
Key Responsibilities:
Oversee the daily operations of assigned teams and processes within the BPO center, ensuring that service level agreements (SLAs) and key performance indicators (KPIs) are consistently met or exceeded.
Manage, mentor, and develop team leaders and agents, ensuring effective performance management and career development.
Drive operational excellence by identifying opportunities for process improvements, streamlining workflows, and implementing best practices.
Coordinate with clients to understand their business needs, manage expectations, and ensure the timely and successful delivery of services.
Monitor performance metrics, analyze data, and generate reports to track operational efficiency and identify areas for improvement.
Ensure compliance with company policies, client requirements, and regulatory guidelines.
Implement and manage quality assurance programs to ensure a high standard of customer service and accuracy.
Work closely with HR, IT, and other departments to ensure the seamless operation of the BPO center.
Develop and manage budgets, controlling operational costs while maximizing resource efficiency.
Handle escalations from clients and internal teams, providing timely resolution and maintaining client satisfaction.
Stay updated on industry trends, emerging technologies, and best practices to ensure the BPO operation remains competitive.
Qualifications:
Bachelor's degree in business administration, management, or a related field (Master's degree is a plus).
Proven experience as an Operations Manager or similar role in the BPO industry (5+ years preferred).
Strong leadership skills with a demonstrated ability to manage and develop large teams.
In-depth knowledge of BPO operations, process optimization, and performance management.
Excellent problem-solving skills and the ability to make data-driven decisions.
Strong communication and client relationship management skills.
Experience with budget management, cost control, and resource allocation.
Proficiency with BPO-related tools, CRM systems, and workforce management software.
Ability to work in a fast-paced environment and handle multiple projects simultaneously.
Key Competencies:
Leadership and team management
Strong analytical and strategic thinking
Client-focused approach with a commitment to service excellence
Adaptability and flexibility in handling dynamic operational challenges
Effective communication and interpersonal skills