Job Summary:
We seek a highly motivated and experienced BPO Operations Manager to oversee multiple accounts and be the primary point of contact for client relationships. This role requires a strategic thinker who excels in client-facing interactions, account management, and cross-functional team coordination to ensure client satisfaction and account growth.
Key Responsibilities:
Client Relationship Management:
- Serve as the primary contact for all client communications, ensuring high responsiveness and professionalism.
- Build and maintain strong, long-lasting client relationships by understanding their business needs and objectives.
- Conduct regular meetings with clients to review performance, address concerns, and identify opportunities for improvement or expansion.
Account Oversight:
- Manage multiple accounts to ensure each operates smoothly and achieves its set performance metrics.
- Monitor account health by tracking KPIs such as CSAT, SLAs, and operational efficiency.
- Address escalations promptly and provide resolutions to maintain client trust and satisfaction.
Team Collaboration:
- Coordinate with operations teams to ensure service delivery aligns with client expectations.
- Provide feedback and direction to team leaders and agents based on client requirements and feedback.
- Partner with HR and training departments to onboard and upskill team members.
Strategic Planning and Growth:
- Identify and pursue opportunities for account growth, including upselling and cross-selling services.
- Develop and execute account strategies to meet client goals and company objectives.
- Prepared and presented performance reports, business reviews, and proposals to clients.
Process Improvement:
- Collaborate with internal teams to streamline processes and improve service delivery.
- Serve as a liaison between clients and internal departments to ensure seamless communication and the effective implementation of changes.
Qualifications:
- Proven experience as an Operations Manager in a BPO environment, handling multiple client accounts.
- Strong client-facing and communication skills, with the ability to present and negotiate effectively.
- Solid understanding of BPO processes, metrics, and industry best practices.
- Exceptional organizational and multitasking abilities to manage priorities across several accounts.
- Proficiency in using CRM tools and other account management platforms.
