Manager - Operations - BPO

Operations Manager - BPO

Team Management:

1. Lead and manage a team of supervisors, team leaders, and frontline staff.

2. Provide guidance, coaching, and support to team members to ensure high performance and adherence to quality standards.

3. Helps call agents with challenging customer service issues.

4. Foster a positive and collaborative work environment to enhance employee engagement and motivation.

Process Optimization:

1. Analyze existing processes and identify areas for improvement in terms of efficiency, quality, and cost-effectiveness.

2. Develop and implement strategies to streamline operations and maximize productivity.

3. Regularly monitor key performance indicators (KPIs) and metrics to track progress and make data-driven decisions.

Client Relationship Management:

1. Serve as the primary point of contact for clients and build strong relationships based on trust and mutual understanding.

2. Understand client requirements and expectations, and ensure that services are delivered in accordance with SLAs (Service Level Agreements).

3. Proactively address client concerns or issues and provide timely resolutions to maintain client satisfaction.

Performance Management:

1. Establish performance goals and objectives for teams and individuals, aligned with organizational targets.

2. Conduct regular performance evaluations and provide constructive feedback to team members.

3. Implement reward and recognition programs to incentivize high performance and foster a culture of continuous improvement.

Compliance, Quality Assurance & Data:

1. Ensure compliance with industry regulations, company policies, and relevant standards.

2. Conduct regular quality audits to assess service delivery and identify areas for enhancement.

3. Implement corrective actions and preventive measures to address quality gaps and mitigate risks.

Resource Planning and Allocation:

1. Optimize resource allocation based on workload forecasts, client requirements, and staffing availability.

2. Coordinate with HR to recruit, onboard, and train new team members as needed.

3. Maintain appropriate staffing levels to meet operational demands while controlling costs.

Continuous Improvement:

1. Drive initiatives for process innovation, automation, and technology adoption to enhance operational efficiency.

2. Encourage a culture of continuous learning and professional development among team members.

3. Stay updated on industry trends and best practices to identify opportunities for growth and innovation.

Qualifications and Skills:

- Bachelor's degree in Business Administration, Management, or a related field; Master's degree preferred.

- Proven experience of 7-11 years in operations management within the BPO industry, with a focus on customer service or back-office processes.

- Strong leadership and interpersonal skills, with the ability to inspire and motivate teams.

- Excellent problem-solving abilities and analytical skills.

- Sound knowledge of BPO operations, including process optimization, quality management, and client relationship management.

- Proficiency in using relevant software and tools for data analysis and performance tracking.

- Effective communication skills, both verbal and written.