Operations Manager (BPO)

Job Summary

The BPO Operations Manager – Logistics is responsible for overseeing day-to-day business and logistics support operations within a BPO environment. This role ensures the seamless delivery of high-quality logistics service solutions—including freight management, order fulfillment support, shipment tracking, and customer service—while meeting strict SLAs and KPIs.

By managing cross-functional teams, driving operational excellence, and leveraging logistics domain knowledge, the Operations Manager optimizes efficiency, productivity, and client satisfaction while upholding company and regulatory standards.

Key Responsibilities & FunctionsOperations & Logistics Management

• Lead, manage, and develop operations teams to consistently hit client Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and logistics operational targets.
• Oversee end-to-end logistics support workflows, including order intake, dispatch coordination, tracking/tracing, freight exception management, and carrier communication.
• Drive process improvements, standard operating procedures (SOPs), and supply chain best practices to enhance service efficiency and accuracy.
• Handle high-level escalations and complex logistics issues (e.g., shipment delays, inventory discrepancies, carrier disputes) to ensure rapid resolution.

Team Leadership & Development

• Coach, mentor, and develop Team Leaders, Supervisors, and frontline staff to foster career growth and peak performance.
• Oversee workforce management (WFM), shift scheduling, and resource allocation to adapt to seasonal logistics spikes and shifting volume demands.
• Build a positive work environment centered on continuous improvement, cross-team collaboration, and employee retention.

Client & Stakeholder Management

• Partner directly with external logistics clients and internal stakeholders to align on strategic objectives, review performance, and address evolving business needs.
• Monitor operational metrics and deliver insightful performance reports and data-driven recommendations to senior leadership and clients.
• Collaborate closely with internal support teams (HR, Training, Quality, and IT) to align logistics domain training and technology needs with operational goals.
• Ensure strict compliance with BPO security protocols, client SLAs, and relevant supply chain/logistics regulatory standards.

Qualifications & Requirements

• Education: Bachelor’s degree in Supply Chain Management, Logistics, Business Administration, or a related field (preferred).
• Experience:
• Minimum of 5 years of BPO operations experience, with at least 2–3 years in a managerial or leadership role.
• Demonstrated expertise managing Logistics, Freight, Fleet, Transportation, or Supply Chain accounts/processes.
• Technical & Domain Knowledge:
• Strong familiarity with Logistics Management Systems (TMS, WMS, ERPs like SAP or Oracle) and call/contact center tools.
• Deep understanding of BPO metrics (CSAT, SLA, AHT, QA) paired with key logistics performance metrics (On-Time In-Full / OTIF, First Contact Resolution, Exception Handling Speed).
• Skills:
• Proven ability to lead, scale, and motivate mid-to-large-sized teams in a fast-paced environment.
• Exceptional analytical, problem-solving, and process-optimization skills (Lean/Six Sigma knowledge is a plus).
• Outstanding verbal and written communication and stakeholder management abilities.
• Flexibility to manage shifting client requirements, seasonal volume surges, and 24/7 or rotational shift schedules.