GCC / BPO Program Manager

Role & responsibilities

Plan, execute, monitor, and close out outsourced projects or client implementations while aligning with business goals.

• Project Planning & Execution: Build detailed roadmaps, define project scopes, establish milestones, and manage project lifecycles from initiation to closure. Stakeholder Management: Act as the primary bridge between internal BPO delivery teams and external clients across different time zones. Budget & Resource Tracking: Monitor project expenditures, track key performance indicators (KPIs like AHT, CSAT, and error rates), and reallocate cross-trained staff as volume demands shift. Risk & Quality Management: Identify operational bottlenecks, enforce quality control audits, and design data-driven risk mitigation plans. Process Improvement: Apply methodologies like DMAIC (Define, Measure, Analyze, Improve, Control) to streamline workflows and integrate automation or robotics. Typical Requirements & Qualifications
• Experience: 8+ years of project management, agile delivery, or client implementation experience (frequently within BPO, KPO, or tech-enabled services).Certifications: PMP, PRINCE2, or Scrum Master credentials are a strong advantage. Technical Skills: Proficiency in Microsoft 365, MS Project, project tracking tools, and data reporting dashboards. Soft Skills: Advanced written and verbal communication, cross-cultural stakeholder negotiation, and analytical decision-making, Global project/program mgt and stakeholder mgt extensive experience

Preferred candidate profile

9+ yrs of experience into BPO/Shared services/GCC non IT project/program mgt with excellent leadership, communication, stakeholder mgt skills and with the above functional skills will be the preferred candidate, PMP Certification is a MUST