BPO Operations Manager

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Role Overview

The Operations Manager oversees daily business operations within our BPO environment. This role drives operational excellence, ensures high-quality service delivery, and leads cross-functional teams to meet client SLAs, efficiency goals, and customer satisfaction targets.

Key Responsibilities

• Team Leadership & Development: Lead, coach, and mentor Team Leaders, Supervisors, and frontline staff to foster a high-performance, growth-oriented culture.
• Operational Performance: Oversee workforce planning, scheduling, and resource allocation to ensure teams meet all key performance indicators (KPIs) and service level agreements (SLAs).
• Client & Stakeholder Management: Build strong relationships with clients and internal partners to address business needs, resolve high-level escalations, and align on goals.
• Process Improvement: Drive standard operating procedures (SOPs) and continuous improvement initiatives to enhance service delivery and productivity.
• Cross-Functional Collaboration: Partner with HR, Training, Quality, and IT to align operational needs and seamlessly execute business initiatives.
• Reporting & Compliance: Monitor performance metrics, prepare regular client/executive reports, and enforce compliance with company, client, and regulatory standards.

Qualifications & Requirements

• Experience: Minimum 5 years in BPO operations, including at least 2 years in a leadership or managerial role.
• Domain Expertise: Solid understanding of call center metrics, workforce management (WFM), and client management.
• Leadership: Proven track record of leading and motivating large teams in a fast-paced environment.
• Skills: Strong analytical, problem-solving, and communication skills with a process-improvement mindset.
• Education: Bachelor’s degree in Business Administration, Management, or a related field preferred.
• Adaptability: Ability to adjust quickly to shifting priorities and client requirements.