Operations Manager - BPO

Key Responsibilities:

• Oversee day-to-day BPO operations to ensure smooth workflow and adherence to client requirements.
• Manage a team of Supervisors, Team Leads, and Agents to meet performance metrics (KPIs, SLAs, Quality, Productivity).
• Develop and implement operational strategies to improve efficiency, reduce costs, and enhance service quality.
• Monitor performance reports and conduct regular reviews to identify gaps and implement corrective actions.
• Collaborate with clients and internal departments to ensure project deliverables are met on time.
• Train, mentor, and motivate teams to achieve individual and organizational goals.
• Ensure compliance with company policies, data security standards, and regulatory requirements.
• Handle escalations effectively and maintain strong client relationships.
• Prepare and present weekly/monthly operational reports to senior management.

Requirements:

• Bachelor’s degree in Business Administration, Management, or a related field (Master’s preferred).
• 5+ years of experience in BPO operations management, with at least 2 years in a leadership role.
• Strong understanding of call center operations, workforce management, and performance metrics.
• Excellent leadership, problem-solving, and decision-making skills.
• Strong communication and client management abilities.
• Proficiency in MS Office and CRM/Contact Center tools.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

Job Type: Full-time

Pay: Rs100,000.00 - Rs200,000.00 per month

Work Location: In person