Job Title: BPO Operations Manager

Job Summary:

As the HR Manager at [Your Company Name], I am pleased to present the BPO Operations Manager role. This key position is responsible for managing the daily operations of our BPO unit, ensuring seamless execution of processes, meeting and exceeding client expectations, and leading initiatives for continuous improvement. The BPO Operations Manager will play a crucial role in driving operational excellence and maintaining high levels of client satisfaction.

Operational Oversight

Oversee daily BPO operations to ensure all activities align with client SLAs and organizational goals.

Team Management

Led and mentored a team of operations staff, including recruitment, training, performance management, and career development.

Client Relationship Management

Act as the primary liaison for clients, managing relationships, resolving issues, and ensuring client satisfaction.

Performance Monitoring

Monitor key performance indicators (KPIs) and operational metrics to drive efficiency and identify areas for improvement.

Process Improvement

Implement and manage process improvements to enhance service delivery and operational efficiency. Lead initiatives to optimize workflows and reduce costs.

Reporting

Develop and present comprehensive reports on operational performance, including metrics, progress, and areas of concern, to senior management.

Compliance

Ensure all operations comply with internal policies, industry regulations, and legal requirements. Conduct regular audits and implement corrective actions as necessary.

Education

Bachelor’s degree in Business Administration, Management, or a related field. An MBA is a plus.

Experience

Minimum of 5 years of experience in BPO operations management, including at least 2 years in a senior management role. Experience in managing large teams and complex client relationships is essential.

Skills

Proven leadership capabilities, exceptional communication skills, and a track record of problem-solving and decision-making. Proficiency in data analysis and project management.

Certifications

Relevant certifications such as Project Management Professional (PMP) or Six Sigma certification are preferred.

Work Environment

The Office-based environment with occasional visits to client sites. The role may require participation in client meetings and on-site audits.

Physical Requirements

Primarily desk-based work, with occasional travel to client locations. Ability to lift and carry office materials and supplies.

Work Hours

Standard office hours, Monday through Friday, with occasional extended hours to meet operational needs or deadlines. Flexibility in working hours may be required.

Salary

Competitive annual salary range of $90,000 - $120,000, based on experience and qualifications.

Health Insurance

Comprehensive health, dental, and vision insurance plans with coverage for dependents.

Retirement Plan

401(k) plan with company matches up to 6% of salary. Includes access to financial planning services.

Paid Time Off

15 days of paid vacation per year, plus 10 days of sick leave and 8 paid holidays.

Professional Development

Opportunities for professional growth through training programs, workshops, and certification courses. Support for attending industry conferences and seminars.

Company Overview:

[Your Company Name] is a leading provider of cutting-edge business process outsourcing solutions. Our mission is to empower businesses by delivering high-quality, efficient, and scalable services that drive success and growth. We are committed to fostering an inclusive and dynamic work environment where our employees are encouraged to innovate, collaborate, and excel. At [Your Company Name], we value integrity, excellence, and the pursuit of excellence, and we strive to create a positive impact for our clients and employees alike.