Job Summary
The Operations Manager is responsible for overseeing daily operations within the BPO environment, ensuring service delivery meets client expectations, operational efficiency is maintained, and teams achieve performance targets. This role involves managing people, processes, and client relationships while driving continuous improvement.
Key Responsibilities
1. Operations Management
- Oversee end-to-end BPO operations (voice/non-voice processes).
- Ensure SLAs, KPIs, and quality standards are consistently met.
- Monitor real-time performance and implement corrective actions.
- Drive process improvements to enhance productivity and efficiency.
2. Team Leadership
- Lead, coach, and develop Team Leaders and support staff.
- Conduct regular performance reviews and provide feedback.
- Build a high-performance culture focused on accountability and results.
- Manage workforce planning, staffing, and scheduling.
3. Client & Stakeholder Management
- Act as the primary point of contact for clients.
- Conduct business reviews and present performance reports.
- Ensure client satisfaction and manage escalations effectively.
4. Quality & Compliance
- Ensure adherence to internal policies, compliance standards, and regulatory requirements.
- Work closely with Quality and Training teams to improve service delivery.
- Drive initiatives for continuous quality improvement.
5. Financial & Business Management
- Manage budgets, cost optimization, and profitability targets.
- Analyze operational data and generate actionable insights.
- Support business growth through process scaling and transitions.
6. Risk & Issue Management
- Identify operational risks and implement mitigation plans.
- Handle critical incidents and ensure business continuity.
Qualifications & Skills
Education:
- Bachelor's degree in Business Administration, Management, or related field
Experience:
- 8–10 years of experience in BPO/Contact Center operations.
- At least 5+ years in a managerial role.
Skills:
- Strong leadership and people management skills
- Excellent communication and stakeholder management
- Analytical and problem-solving abilities
- Knowledge of BPO metrics, tools, and best practices
- Proficiency in MS Office and reporting tools
Preferred Competencies
- Experience in Lean, Six Sigma, or process improvement methodologies
- Exposure to workforce management tools
- Ability to manage multiple accounts/processes
Working Conditions
- Willingness to work in shifts (including night shifts, if required)
- Fast-paced, performance-driven environment
