bpo manager

Golden Opportunities

<div>
 
 Job Description
 
 
 
 
 Job Title
 
 
 
 Assistant Manager/ Manager - International Voice Process
 
 
 
 Job Overview
 
 
 
 We are seeking a seasoned Manager to lead the end-to-end delivery of our international voice operations. The ideal candidate will have strong operational control, a track record in managing large teams, and experience in stakeholder and client management across global accounts.
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Lead and manage operations through a team of AMs, TLs, and agents
 </li>
 <li>
 Take ownership of KPIs such as CSAT, SLA adherence, AHT, and FCR
 </li>
 <li>
 Drive process improvement initiatives and cost efficiencies
 </li>
 <li>
 Represent operations in client meetings and business reviews
 </li>
 <li>
 Ensure staffing, training, and quality standards are consistently met
 </li>
 <li>
 Manage budgets, performance reporting, and strategic planning
 </li>
 <li>
 Collaborate with HR, WFM, Training, and Quality teams for smooth delivery
 
 
 </li>
 </ul>
 
 Skills &amp; Attributes
 
 
 
 <ul>
 <li>
 Excellent leadership and team-building skills
 </li>
 <li>
 Ability to handle high-pressure client interactions
 </li>
 <li>
 Strong analytical and decision-making capabilities
 </li>
 <li>
 Proficiency in reporting, forecasting, and contact center tools
 
 
 </li>
 </ul>
 
 Experience Required
 
 
 
 6�10 years in BPO operations, with at least 2�3 years in a managerial capacity in international voice support
 
 
 
 Skills Required
 
 
 
 RoleAssistant Manager/ Manager - International Voice Process
 
 
 Industry TypeITES/BPO/KPO
 
 
 Functional Area
 
 
 Required Education Graduation
 
 
 Employment TypeFull Time, Permanent
 
 
 Key Skills
 
 
 <ul>
 <li>
 CLIENTHANDLING
 </li>
 <li>
 OPERATIONS MANAGEMENT
 </li>
 <li>
 PERFORMANCE IMPROVEMENT
 </li>
 <li>
 SLA DELIVERY
 
 
 </li>
 </ul>
 Other Information
 
 
 Job CodeGO/JC/1341/2025
 
 
 Recruiter NameBrindha Kamaraj
</div>

Assistant Manager/ Manager - International Voice Process - GO/JC/1341/2025

HONOR

<div>
 
 
 About HONORdh
 
 
 
 HONOR is a leading global provider of smart devices. It is dedicated to becoming a global iconic technology brand and creating a new intelligent world for everyone through its powerful products and services. With an unwavering focus on R&amp;D, it is committed to developing technology that empowers people around the globe to go beyond, giving them the freedom to achieve and do more. Offering a range of high-quality smartphones, tablets, laptops, and wearables to suit every budget, HONOR&rsquo;s portfolio of innovative, premium, and reliable products enables people to become the better version of themselves.
 
 
 For more information, please visit HONOR online at https://www.hihonor.com/fr/
 
 
 
 
 
 Privacy notice for FR: https://agreement.itsec.hihonor.com/asm/agrFile/getHtmlFile?agrNo=1346&amp;country=fr&amp;branchId=0&amp;langCode=fr-fr
 
 
 
 
 
 
 Position: Customer Service Operation Manager
 
 
 
 
 Job location: 26th July street, Touristic Zone, 6th of October, Giza, Egypt.
 
 
 
 
 
 
 
 WHERE YOUR EXPERTISE IS NEEDED
 
 
 
 
 
 <ul>
 <li>
 Use call center management methodology to manage BPO and push it improve.
 </li>
 <li>
 Resolve customer issues Including not limited to technical\ecommerce\logistics\finance\return escalated from BPO by communicate with/push different department of Honor.
 </li>
 <li>
 Output guidance and training BPO to improve their skill.
 </li>
 <li>
 Lead some key projects and create the process and output the operation guidance/procedure.
 </li>
 <li>
 Monitor KPIs such as SL, FCR, NSAT, pending case close rate. output the improvement measure to push BPO and the different department of Honor to improve.
 </li>
 <li>
 Analyze customer voice and output the improvement measure on Honor and BPO and make it implemented.
 </li>
 <li>
 Output some reports.
 </li>
 </ul>
 
 
 
 
 
 WHAT WE ARE LOOKING FOR
 
 
 <ul>
 <li>
 At least 6 years call center experience. At least 2 years project management experience for managing 30FTE.
 </li>
 <li>
 Good communication skill and be good at pushing other department and supplier to improve
 </li>
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 Be good at creating PPT and presentation. Be good at excel and call center business data analysis. Be good at creating business report.
 </li>
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 Self-motivated, Result oriented.
 </li>
 <li>
 Bachelor&rsquo;s degree or above
 </li>
 <li>
 
 English is mandatory, French will be a plus.
 
 </li>
 </ul>
 
 Please, send us your resume in English or French.
 
 
 
 
 
 At Honor, we celebrate Diversity&amp;Inclusion and are committed to build teams that represent a variety of backgrounds, perspectives, and skills. Please send you CV and cover letter to chengjie@honor.com &amp; francehr@honor.com.
 
</div>

Customer Service Operation Manager

Kels global ventures 

Grade: BPO BPO 4/5/6Location: Pune - candidate must be residing in Pune onlySalary: up to 20 LPA**Ensure that the team delivers the SMART objectives &amp; KPIs (Productivity, Timeliness, Data Quality) set up for their team and individual members, Ensure that the team understands the KPI(s) and expectations of their roles.** - this is mandatory and non negotiable**The candidate must currently hold a managerial position.****International BPO experience is required****Need experience team handling of 20 plus team members****Need experience in core shipping domain and not just experience into logistics &amp; supply chain domain****Graduation is compulsory****reject if the candidate does not possess experience in shipping or freight forwarding, which is a key requirement for this position**Target Organization &ndash;MSC, CMA CGM, Hapag-Lloyd, ONE, Evergreen, COSCO, Kuehne+Nagel, DBSchenker, DSV, Expeditors, Bollor&eacute; Logistics, CEVA Logistics.JOB PURPOSETo lead team in consistently delivering the Service Delivery KPI(s) &amp; Productivity Targets in line with operating processes. While doing so ensure the team functions in a collaborative manner and every individual is trained, motivated and supported to perform well.KEY AREAS OF RESPONSIBILITY &ndash;include but are not limited to the following1. Deliver Superior Customer ExperienceThe emphasis for the DM role is in ensuring that the team is delivering the KPI(s) as agreed and set by the Site Lead.<ul><li>Ensure that the team delivers the SMART objectives &amp; KPIs (Productivity, Timeliness, Data Quality) set up for their team and individual members</li><li>Ensure that the team understands the KPI(s) and expectations of their roles</li><li>Ensure speedy and satisfactory response to customer&rsquo;s problems</li><li>Along with the Team Manager, ensure that requisite resources in terms of system / work stations / infrastructure is available</li><li>Regularly Monitoring achievement of results (Data quality and productivity) and ensuring targets are met through appropriate decision / actions / escalations/troubleshooting</li><li>Create and submit requisite reports &ndash; as per set guidelines in time</li><li>Meet/Exceed Customer Satisfaction Survey Targets</li></ul>2. Inspired People and Team<ul><li>Planning Resource / Staff Administration in a manner that ensures optimum utilization of</li></ul>resources &ndash; this would include roster, shift planning, leave planning, attendance, holidayplanning, overtime ensure back ups are identified to take care of unforeseen absence etc<ul><li>Ensure staff is adequately trained to perform the tasks assigned to them.</li><li>Monitor individual performance and providing timely /specific feedback to individuals in a</li></ul>constructive manner. Ensure that staff training is a continuous process with emphasis onongoing development.<ul><li>Conduct performance appraisals of team members in line with set guidelines</li><li>Ensure team members work in a collaborative manner &amp; make conscious efforts for</li></ul>improvement in team performance<ul><li>Support/Coach / Encourage and motivate team members for better performance</li><li>Identifies and develops high potential staff as a back up &amp; succession planning</li><li>Conduct team meetings for sharing information, reviewing team progress on deliverables /</li></ul>projects etc. Ensure this forum is utilized for two way communication and team memberget an opportunity to express their concerns / ideas etc.<ul><li>Ensure staff are engaged and motivated &ndash; identify / address concerns if any through</li></ul>conscious /visible actions.3. New Migrations/Organization Changes<ul><li>Work closely with Manager to ensure process migrations/ organization changes are properly planned and communicated to staff</li><li>Ensure successful implementation of migrations / changes as per plan /guidelines/frameworks provided</li><li>Meet/Exceed new migration targets/expectations</li></ul>4. Continuous improvement and low cost provider<ul><li>Identify areas for improvement in service delivery (cost / data quality / productivity / customer requirements) based on customer feedback /proactive analysis of operational efficiency /effectiveness.</li><li>Propose improvement projects with supporting data, benefits and time / cost involvement</li><li>Plan and implement signed off projects and report progress / actual benefits</li></ul>5. Uphold Company Image<ul><li>Ensure Company vision, values &amp; ethics are upheld within team at all times through</li></ul>professional behavior / by being a role model for the teamCHALLENGE OF THE JOB/ PROBLEM SOLVINGThe job requires conscious focus/efforts on the following<ul><li>Staff Engagement &amp; motivation</li><li>Change management</li><li>Staff Training</li><li>Improvement in team performance /productivity/ data quality&ndash; through continuous feedback</li><li>Timely Resolution / troubleshooting of day to day issues (related to /system/infrastructure/workstations availability)</li><li>Consistent Service Delivery</li><li>Continuous Process improvement</li><li>Timely and accurate reporting as per guidelines</li><li>Staff Administration in line with company policies &amp; procedures (attendance/ leave/ overtime etc)</li></ul>CONTACTS WITH OTHERSInternal<ul><li>Employees within Location</li><li>Support Functions</li><li>Other Shared service centres</li></ul>External<ul><li>Assigned Business partners of Shared Service Centre Location (as applicable)</li><li>Front office teams</li></ul>KNOWLEDGE &amp; QUALIFICATIONS<ul><li>Graduate in Commerce / Science discipline. Preferred degree /Diploma in Exports/Imports Management</li><li>Good knowledge of MS &ndash; Office</li><li>Knowledge of Shipping / Logistics is a must</li><li>5 to 7 years of experience in BPO / Back office /process environment preferred</li></ul>SOFT SKILLS<ul><li>Customer Service orientation and empathic listening.</li><li>Good analytical &amp; problem solving skills</li><li>Self Starter and can work independently</li><li>Effective communication (verbal &amp; written)</li><li>Strong Interpersonal skills</li><li>Ability to work diligently under pressure</li><li>Presentation skills</li><li>Time Management</li><li>Pro-active</li><li>Good command of English Language</li><li>Initiative and drive</li><li>Convergent / Divergent Thinking skills</li><li>Ability to lead and manage resources</li></ul>LEARNING DESCRIPTIONSThe learning for the team leader role would be as follows.<ul><li>Learning how to manage service, people, cost, projects, process delivery, process migration, organizational changes and customers</li><li>Learning Reporting skills</li><li>Leadership / facilitation skills / conflict management / team building skills</li><li>Be aware of HR aspects of people management especially performance management</li><li>To know about more processes and pursue improvement drives.</li></ul>Job Type: Full-timePay: &#8377;16,523.15 per monthExperience:<ul><li>International BPO : 3 years (Required)</li><li>Managerial : 4 years (Required)</li><li>Shipping, logistics and supply chain: 4 years (Required)</li><li>Shipping/freight forwarding: 4 years (Required)</li><li>BPO/back office/process improvement : 6 years (Required)</li></ul>Language:<ul><li>Indian (Required)</li><li>English (Preferred)</li></ul>

Shipping delivery Manager

Touchstone Communications

Job ObjectiveAn operations manager is responsible to direct, implement and execute campaign specific objectives to maximize productivity and achieve service level deliverables. The Manager Operations is responsible for consistency in results with resource output as prescribed with the company standards. He/she is also required to help promote a positive culture that encourages morale and performance. As a standard a project manager needs to have 2 direct reports with a total of 30 associates reporting to his direct reports.Key Responsibilities<ul><li>Team Management:</li><li>Develop objectives and manage all campaign operations/activities</li><li>Conduct effective resource planning to maximize the productivity of resources (people, technology etc)</li><li>Collect and analyze call-center statistics (sales /customer service metrics etc.)</li><li>Motivate and encourage associates to achieve monthly goals.</li><li>Maintain discipline and professionalism amongst the team members by communicating tolerable &amp; non- tolerable corporate behavior. address and document disciplinary and/or performance problems according to company standards: Conduct counseling sessions where HR presence is mandatory.</li><li>Lead and conduct team meetings 15 minutes prior to day shift and end of the shift. (Supervise where APM is conducting).</li><li>Ensure the goal achievement percentage is in line with Touchstone&rsquo;s company standards.</li><li>Attendance Management </li><li>Responsible to monitor number of hours worked by employees and to ensure the dialing hours do not fall below the company standards.</li><li>Enforcement of shift time adherence within team members and its regulation on a daily basis.</li><li>Employee Retention:</li><li>Responsible to maintain headcount at 30 people under his direct reporting.</li><li>Responsible to have detailed retention sessions with associates leaving</li><li>Responsible to maintain attrition at 10% maximum.</li><li>Confirmation Percentage:</li><li>Responsible to overview and analyze TNAs conducted by Team Leads and assess the coaching/training provided by the TLs/APMs to build C&rsquo;s into B&rsquo;s and A&rsquo;s.</li><li>Responsible to have 80% confirmed resources of associates having an over 60 days tenure in the team.</li><li>Quality Control:</li><li>Responsible to ensure that the quality score of team is at least 96%</li><li>Prepare reports for different departments or higher management.</li></ul>Knowledge, Skills, Abilities &amp; Other attributesEducation<ul><li>College graduate required; MBA preferred.</li></ul>Skills<ul><li>Excellent Communication and interpersonal Skills.</li><li>Knowledge of MS Office</li><li>Strong leadership skills</li><li>Strong Mentoring/Coaching Skills.</li><li>Self-motivated and ability to coordinate and prioritize multiple tasks.</li><li>Strategic thinker</li></ul>Duration and Nature of Previous Experience<ul><li>5 years+ of BPO experience.</li><li>At least 4 years of leadership experience.</li></ul>Job Type: Full-timeApplication Question(s):<ul><li>Willing to do night shift? Yes/No</li></ul>Education:<ul><li>Master's (Preferred)</li></ul>Experience:<ul><li>BPO: 5 years (Required)</li><li>Leadership: 4 years (Required)</li></ul>Language:<ul><li>English (Required)</li></ul>Location:<ul><li>Islamabad (Required)</li></ul>Work Location: In person

Manager Operations

Delivery Hero

<div>Company Description 
talabat is part of the Delivery Hero Group, the world&rsquo;s pioneering local delivery platform, our mission is to deliver an amazing experience&mdash;fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index. 
Job Description 
The Vendor Manager is responsible for managing the overall performance and operations of the company's service delivery sites, including overseeing workforce planning, quality, training, and continuous improvement performance initiatives. They serve as the key point of contact for coordinating site-level activities and driving optimal performance across all sites.<ul><li> 
Setting and leading the Annual OKRs for the BPOs and Outsourcing Operations in alignment with the Operations' direction and strategy, which includes the launching of new sites and driving the performance of all BPOs through the collaboration of the internal Support Functions (WFM, Quality, and Operations Training) as well as being present on ground (within the BPOs Offices) to monitor and drive the performance towards the desired OKRs.</li><li>
Develop and implement strategies to drive continuous improvement in site-level performance, quality, and efficiency</li><li>
 Proactively identifies and addresses process gaps and improvement opportunities, taking corrective actions up to the leadership team, such as terminating agents, reducing hours, changing site management, managing invoices, and securing the best deals while maintaining the highest quality.</li><li>
Develop and execute workforce planning strategies to ensure optimal staffing levels and skill mix at the site level</li><li>
 Oversee the hiring of site-level personnel, including managers and supervisors, to ensure that they have the needed profiles.</li><li>
 Coordinating and managing the company's BPO vendors and service delivery sites</li><li>
 Monitor and analyze vendor performance data, driving continuous improvement and optimization, including conducting gap analyses and risk assessments to drive strategic decisions. This involves making decisions on negotiating and renewing vendor contracts</li><li>
Prepare and present comprehensive reports on site-level performance, highlighting key metrics, trends, and recommendations</li><li>
Participate in cross-functional meetings to discuss site-level operations and coordinate with internal stakeholders</li><li>
Ensure compliance with relevant regulations, policies, and security requirements at the site level</li><li>
Maintain a centralized repository of site-level data, contracts, and performance records</li><li>
Stay abreast of industry best practices, trends, and benchmarks in site performance management and workforce optimization</li><li>
Collaborate with internal teams and vendors to develop and implement innovative solutions that drive operational excellence.</li></ul> 
Qualifications<ul><li> 
 Strong analytical and problem-solving skills to drive data-driven decision-making</li><li>
Excellent data analysis and reporting capabilities, including the ability to collect, analyze, and interpret performance metrics and KPIs</li><li>
Proficiency in process improvement methodologies (e.g., Lean, Six Sigma) and experience in leading and facilitating process optimization initiatives</li><li>
Effective negotiation and contract management skills, with the ability to ensure vendor compliance with SLAs and KPIs</li><li>
 Adept at using project management tools</li><li>
Excellent communication and stakeholder management skills</li><li>
Knowledge of the relevant industry.</li><li>
Familiarity with contact center technology, tools, and systems, and their integration into vendor operations</li></ul></div>

Manager Vendor Management

Yemeksepeti

<div>
 Yemeksepeti is part of the Delivery Hero Group, the world&rsquo;s pioneering local delivery platform, our mission is to deliver an amazing experience&mdash;fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.
 
 
 
 Job Description
 
 
 
 The Virtual Account Management (VAM) Performance Lead will lead a team managing longtail accounts. This role is focused on optimizing account performance, driving advertising revenue, and increasing deal value from longtail vendors. The ideal candidate will bring strategic insight, data-driven decision-making, and operational excellence to create scalable solutions that maximize value for vendors and the business.
 
 
 
 What&rsquo;s on the menu: - Major responsibilities
 
 
 
 <ul>
 <li>
 Revenue Growth and Optimization:
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 Develop and execute strategies to drive advertising revenue from longtail accounts.
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 Identify opportunities to increase Average Revenue Per Account (ARPA) through upselling, cross-selling, and tailored promotional campaigns.
 </li>
 <li>
 Analyze vendor performance and implement initiatives to increase deal value and partnership longevity.
 </li>
 <li>
 Team Leadership and Management:
 </li>
 <li>
 Lead and oversee Virtual Account Management teams in BPOs.
 </li>
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 Set clear performance objectives for BPOs and ensure alignment with company goals.
 </li>
 <li>
 Foster a high-performing, collaborative team culture focused on delivering value to both vendors and the company.
 </li>
 <li>
 Data-Driven Decision Making:
 </li>
 <li>
 Leverage analytics to segment longtail accounts, prioritize outreach, and design targeted campaigns.
 </li>
 <li>
 Monitor KPIs such as revenue growth, Deal value, and penetration to measure success.
 </li>
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 Generate insights from performance data to guide strategic decision-making and resource allocation.
 </li>
 <li>
 Stakeholder Collaboration:
 </li>
 <li>
 Partner with Process Design, Analytics, and Growth teams to design and implement value-adding initiatives for longtail accounts.
 </li>
 <li>
 Act as the central point of contact for VAM-related topics between the BPO and Pandora, ensuring alignment with company-wide objectives.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 Minimum 7 years of work experience in account management, business development, or revenue generation roles in technology, e-commerce, or FMCG industry
 </li>
 <li>
 Proven experience in BPO or shared service centers, and process design is required.
 </li>
 <li>
 Prior experience working in a regional team, and managing stakeholders across APAC markets is a plus
 </li>
 <li>
 Self-motivated, with a strong sense of ownership over projects and organizational goals
 </li>
 <li>
 Willingness to learn, with a desire to understand all aspects of driving growth for the business
 </li>
 <li>
 Ability to communicate and collaborate effectively with a diverse range of people and job functions
 </li>
 <li>
 Good team spirit with the ability to work independently and efficiently to deliver useful business insights
 </li>
 <li>
 Project management skills, with the ability to manage multiple projects simultaneously and prioritize organizational need
 
 
 </li>
 </ul>
 
 Additional Information
 
 
 
 <ul>
 <li>
 A chance to crown your career at Yemeksepeti, Turkey's largest online quick delivery platform, that has been raising future managers and industry leaders for 20 years!
 </li>
 <li>
 A working environment where employee happiness is prioritized, with a strong corporate culture, passionate colleagues working together towards the same goal, and a transparent management approach!
 </li>
 <li>
 Project opportunities that you can run together with the employees of Delivery Hero companies in 43 countries of the world and great teachings about global industry leadership!
 </li>
 <li>
 Flexible work hours so that you can plan your business and social life as you wish! (Start working at any time between 08:00 and 10:00!)
 </li>
 <li>
 A birthday leave waiting for you the next day so you can have fun and party as much as you want on your birthday!
 </li>
 <li>
 Online trainings shaped by your choices, where the opportunities you can learn and improve yourself are unlimited!
 </li>
 <li>
 A comprehensive private health insurance that will never let you down when you need it!
 </li>
 <li>
 The Yemeksepeti family! Always smiling and high communication skills!
 </li>
 <li>
 A pre-planned orientation program so that you can capture the spirit of Yemeksepeti in the best way, get to know the brand from the inside, and always feel at home. And of course, a Buddy who will always support you in your first weeks!
 
 
 </li>
 </ul>
 Your rights arising from the processing of your personal data, within the scope of the Law on the Protection of personal data. You can find detailed information on the page of our Clarification Text at https://www.yemeksepeti.com/contents/kvkk-aday-aydinlatma-metni
</div>

Virtual Account Management Performance Manager

Abacus Outsourcing

Job Title: Assistant Manager Call Center OperationsWorking Hours: Rotational ShiftsDescription: Are you a results-driven leader with a passion for operational excellence? Abacus is looking for an experienced and dynamic Assistant Manager Call Center Operations to join our growing team in Lahore. This is an exciting opportunity to take a key role in managing BPO projects, driving team performance, and ensuring outstanding service delivery to our clients.Key Responsibilities:Oversee day-to-day operations of one or more BPO projects (inbound/outbound/customer service/back-office).Monitor team performance to ensure KPIs, SLAs, and quality targets are consistently met.Conduct daily team huddles, coaching sessions, and performance reviews to foster a high-performing culture.Collaborate closely with QA and Training teams to identify skill gaps and deliver targeted improvement plans.Analyze performance data and prepare detailed reports with actionable insights for senior management.Handle client escalations with professionalism and ensure timely resolution.Drive process improvements to enhance operational efficiency and customer satisfaction.Ensure compliance with company policies, regulatory standards, and industry best practices.Support workforce planning including scheduling, resource allocation, and attendance tracking.Qualifications &amp; Requirements:Bachelor's/Master's degree in Business Administration, Management, or a related field.4&ndash;6 years of experience in BPO operations, including 2&ndash;3 years in a supervisory or assistant managerial role.Strong grasp of BPO workflows, KPIs, and quality assurance standards.Excellent leadership, communication, and interpersonal skills.Ability to thrive in a fast-paced, dynamic environment and manage competing priorities.Proficiency in MS Office, CRM systems, and performance monitoring dashboards.Job Type: Full-timeEducation:<ul><li>Bachelor's (Required)</li><li>Master's (Preferred)</li></ul>Experience:<ul><li>Minimum BPO Operations Managing: 2 years (Required)</li></ul>Work Location: Lahore, In personJob Type: Full-timePay: Up to Rs200,000.00 per monthWork Location: In person

Assistant Manager Call Center Operations

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