Manager BPO - Operations

The Manager – BPO Operations will oversee daily functions across inbound, outbound, or back-office service lines, ensuring smooth and efficient operations. This role is pivotal in driving process performance, managing client deliverables, and consistently meeting SLA and KPI targets. The manager will lead teams to maintain high-quality standards while promoting continuous process improvements to boost overall operational effectiveness.

Key Responsibilities

Operations & SLA Management:
Ensure all operational activities consistently meet or exceed key performance indicators such as SLA compliance, First Contact Resolution (FCR), Average Handling Time (AHT), Customer Satisfaction (CSAT), and Quality Scores. Monitor these metrics closely and implement corrective measures when necessary to maintain performance standards.

Team Leadership & Development:
Lead and inspire Team Leaders and frontline staff by conducting regular performance reviews, identifying training needs, and fostering a culture centered on high performance and accountability. Encourage professional growth and teamwork to achieve operational goals.

Client Relationship Management:
Serve as the primary operational point of contact for clients, participating in weekly and monthly business reviews (WBRs/MBRs). Present performance data, address client concerns, and collaborate to enhance service delivery and client satisfaction.

Process Improvement:
Identify operational inefficiencies and drive improvements through automation, lean methodologies, or other optimization strategies. Focus on increasing productivity, reducing costs, and streamlining workflows.

Workforce & Resource Planning:
Collaborate closely with Workforce Management and Human Resources teams to ensure accurate headcount planning, effective scheduling, attrition management, and recruitment aligned with evolving business demands.

Risk & Compliance:
Ensure strict adherence to internal quality standards, client protocols, data security policies, and relevant industry regulations such as ISO, GDPR, and HIPAA. Maintain compliance to safeguard operational integrity.

Required Qualifications

Education:
Bachelor’s degree in Business Administration, Management, or a related discipline is required. A Master’s degree or MBA is preferred.

Experience:
5 to 8 years of experience in BPO or contact center operations, with a minimum of 3 years in a managerial or team leadership role.

Skills:
- Strong knowledge of contact center technologies, Workforce Management software, and CRM platforms such as Salesforce, Zendesk, and Avaya.
- Proven ability to manage SLAs, budgets, and operational KPIs effectively.
- Data-driven mindset with strong analytical skills and proficiency in reporting and presentation tools.
- Excellent verbal and written communication abilities.

Preferred Qualifications and Benefits
Certifications such as Six Sigma (Green or Black Belt), COPC, or PMP are highly desirable and will be considered an asset.

This position requires in-person attendance at the designated office location. It offers a rewarding opportunity to lead a dynamic operations team within a fast-paced BPO environment, driving excellence in service delivery and operational efficiency.