Role Overview

We are seeking a seasoned General Manager BPO Operations to lead and scale our operations in Dhaka. This leadership role requires an experienced professional who has successfully managed large-scale BPO delivery teams and is capable of driving operational excellence, client satisfaction, and business growth.

Key Responsibilities:

- Lead and manage end-to-end BPO operations for US clients (voice & non-voice processes)

- Oversee large delivery teams (300+ employees) with a vision to scale operations to 5001000 employees

- Ensure high-quality service delivery aligned with client SLAs, KPIs, and compliance standards

- Drive operational efficiency, process optimization, and cost management initiatives

- Collaborate with global stakeholders across US, Bangladesh, and Sri Lanka locations

- Manage client relationships and act as the primary escalation point for key accounts

- Develop and implement workforce planning, training, and performance management strategies

- Lead continuous improvement and automation initiatives

- Travel periodically to Colombo to oversee regional operations

- Represent the organization during client visits and international engagements

Sales & Business Development (Preferred):

- Contribute to business growth by generating leads and supporting sales efforts for US clients

- Leverage industry networks to bring in new business opportunities

- Participate in client pitches, proposals, and contract negotiations

- Eligible for performance-based variable bonus tied to sales contributions

Required Qualifications & Skills:

- Bachelors degree (Computer Science or related field preferred)

- 15+ years of experience in BPO/KPO operations

- Proven experience managing large teams (300+ employees) in a 3rd party or captive BPO environment

- Strong exposure to US clients, with experience working in EST/PST shifts

- Deep understanding of voice and non-voice back-office operations

- Demonstrated leadership, stakeholder management, and decision-making skills

- Strong analytical and problem-solving capabilities

- Excellent communication and client-facing skills

- Ability to scale operations and drive organizational growth

Preferred Qualifications:

- Experience in Logistics BPO/KPO domain

- Exposure to sales, client acquisition, or revenue generation in BPO industry

- International exposure and experience working with global teams

Compensation & Benefits:

- Competitive salary package

- Performance-based annual bonus (linked to sales contributions)

- International exposure and travel opportunities (including US B1/B2 visa sponsored)

- Leadership role in a growing global organization