Key Responsibilities:

Business Acquisition & Client Relationship Management:

- Lead the acquisition of new BPO projects (domestic and international), focusing on fixed billing models and long-term partnerships.

- Build and maintain strong relationships with both potential and existing clients to drive business growth and retention.

- Identify new opportunities for business expansion and actively pursue sales leads to achieve targets.

- Develop and deliver client proposals, including pricing, project plans, and execution strategies, to secure new accounts.

Operational Management & Integration:

- Plan and execute seamless transition and integration of new BPO accounts into operations, ensuring smooth onboarding and service delivery.

- Oversee and manage the end-to-end BPO operations, ensuring adherence to SLAs, KPIs, and quality standards across all projects.

- Optimize the performance of 500+ seat operations, ensuring efficient staffing, resource allocation, and process streamlining.

- Collaborate with cross-functional teams (HR, Quality, Training, Client Servicing) to ensure service excellence and alignment with client requirements.

Strategy, Continuous Improvement & Cost-Effectiveness:

- Drive operational strategy, implementing continuous improvement initiatives aimed at increasing efficiency, reducing costs, and delivering superior client results.

- Identify and implement best practices to enhance operational performance and client satisfaction.

- Ensure cost-effective delivery of services while maintaining the highest standards of quality and customer experience.

Reporting & Leadership Collaboration:

- Prepare and present performance reports and operational insights to senior leadership, highlighting key metrics, growth opportunities, and improvement areas.

- Proactively communicate operational challenges and work with leadership to develop effective solutions.

Market Trends & Business Development:

- Stay up to date with industry trends and market dynamics to identify potential growth opportunities for the business.

- Leverage industry knowledge to propose new services, approaches, and solutions that can add value to the client and enhance our competitive edge.

Skills & Qualifications:

Mandatory Skills:

- 3-5 years of experience in BPO business development, with expertise in fixed billing models and managing large-scale operations.

- Proven ability to acquire new business, manage client relationships, and lead BPO projects from inception to execution.

- Experience in managing 500+ seat operations, with a strong focus on performance optimization and client satisfaction.

- In-depth knowledge of SLAs, KPIs, and quality management standards within BPO environments.

- Ability to collaborate with diverse teams (HR, Quality, Training, Client Servicing) to ensure smooth operations and client success.

- Strong strategic thinking, with the ability to identify opportunities for continuous improvement and cost-effective service delivery.

- Excellent communication, negotiation, and presentation skills, with the ability to influence key stakeholders.

Preferred Skills:

- Experience in international BPO operations and dealing with global clients.

- Familiarity with CRM tools, project management systems, and BPO performance tracking tools.

- Ability to lead and mentor a cross-functional team to drive excellence in service delivery.

- Exposure to sales forecasting, pricing strategies, and contract negotiations.