Responsibilities:

1. Team Management: Supervise and manage a team of BPO agents, team leaders, and support staff to ensure efficient operations.
2. Performance Monitoring: Monitor team performance, productivity, and quality metrics to meet or exceed service level agreements (SLAs) and key performance indicators (KPIs).
3. Process Improvement: Identify opportunities for process improvements and implement strategies to enhance operational efficiency and effectiveness.
4. Client Management: Serve as the primary point of contact for clients, addressing inquiries, resolving issues, and ensuring client satisfaction.
5. Training and Development: Provide training, coaching, and ongoing development opportunities for team members to enhance their skills and capabilities.
6. Resource Allocation: Manage staffing levels, schedules, and resources to ensure adequate coverage and optimal utilization of resources.
7. Risk Management: Identify and mitigate operational risks to minimize disruptions and ensure business continuity.
8. Reporting and Analysis: Prepare and analyze reports on operational performance, trends, and key metrics to inform decision-making and drive continuous improvement.
9. Vendor Management: Coordinate with vendors and external partners to ensure seamless service delivery and adherence to contractual agreements.
10. Compliance: Ensure compliance with company policies, industry regulations, and data security standards.

Qualifications:

1. Bachelor’s degree in Business Administration, Management, or a related field.
2. Proven experience (typically 5+ years) in BPO operations management, preferably in a leadership role.
3. Strong leadership and team management skills, with the ability to motivate and inspire teams to achieve goals.
4. Excellent communication skills, both verbal and written, with the ability to interact effectively with clients, stakeholders, and team members.
5. Analytical and problem-solving skills, with the ability to identify issues, analyze data, and implement solutions.
6. Knowledge of BPO industry trends, best practices, and technologies.
7. Proficiency in using productivity tools and software, such as Microsoft Office, CRM systems, and workforce management platforms.
8. Strong organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
9. Adaptability and resilience in a fast-paced and dynamic environment.
10. Certification in project management or relevant professional certifications (e.g., Six Sigma) may be advantageous.