Operations BPO Manager

Roles and Responsibilities :

• Manage day-to-day operations of the BPO team, ensuring efficient call handling and resolution.
• Monitor calls to ensure quality standards are met, identifying areas for improvement and implementing changes as needed.
• Develop and maintain processes for effective communication between teams, stakeholders, and clients.
• Analyze performance metrics to optimize workflows and improve overall efficiency.

Job Requirements :

• 8-19 years of experience in BPO operations management or a related field.
• Strong understanding of US process (voice process) with ability to manage international voice processes.
• Proven track record in managing large teams effectively through strong leadership skills.