Operations Manager (BPO)

About Company:

At Spantronics, our global team of 400 professionals works to connect 10 million people a year and simplify their life choices with top brands that guide them in making the best decisions for themselves. We connect over 6 million high-value customers with the world’s leading brands, providing advertisers across verticals and channels with new and engaged audiences.

Specific Duties to Be Performed:

Operational Management

Oversee daily call center operations to ensure achievement of sales and key performance indicators (KPIs). Monitor critical performance metrics including quality assurance (QA) scores, attendance, adherence, and overall productivity. Collaborate with internal support teams to maintain smooth operational alignment and resolve any workflow issues promptly.

Team Leadership & Development

Lead and supervise Team Leaders and their respective teams by providing continuous coaching, mentoring, and support. Conduct regular performance reviews and implement improvement plans where necessary. Foster a positive and disciplined work culture that motivates employees to perform at their best. Ensure strict adherence to company policies, standards, and operational procedures.

Quality & Process Improvement

Drive the implementation and maintenance of quality standards across operations. Work closely with QA and Training teams to identify performance gaps and develop targeted improvement initiatives. Analyse processes to identify inefficiencies and recommend data-driven solutions to enhance service delivery.

Reporting & Analysis

Prepare and present comprehensive operational reports on a daily, weekly, and monthly basis for both management and clients. Analyse performance data to detect trends, root causes of issues, and recommend corrective actions. Ensure compliance with company policies, standard operating procedures (SOPs), and regulatory requirements.

Escalation & Issue Handling

Manage escalations efficiently by following established protocols to resolve operational challenges. Maintain workflow continuity and uphold client satisfaction through prompt and effective issue resolution.

Suitable Profile & Preferred Skill Set Required:

• Proven experience in sales, with a minimum of 2 years in a leadership role within a call center or BPO environment. 
• Bachelor’s degree in Business Administration, Management, or a related field is preferred. 
• Strong understanding of sales principles and customer relationship management.
• Proficient in attentive listening and adept at solving problems effectively.
• Outstanding communication skills, both written and verbal, coupled with strong presentation abilities.
• Proven ability to manage multiple responsibilities with a high attention to detail and professionalism.
• The ability to analyze data, manage teams effectively, and perform well under pressure is required. 
• Excellent client handling and stakeholder management capabilities are also necessary.