Business Process Outsourcing (BPO) Manager



Job Purpose:

To oversee and manage daily operations of the BPO center, ensuring adherence to client requirements, quality standards, and operational efficiency while fostering a high-performing team environment.

Key Responsibilities:

1. Operations Management:

   • Supervise and monitor BPO operations to ensure compliance with service-level agreements (SLAs) and key performance indicators (KPIs).
   • Implement process improvements to enhance efficiency and reduce costs.
   • Ensure adherence to client guidelines, policies, and procedures.

2. Team Leadership:

   • Manage, coach, and develop a team of team leaders, supervisors, and agents.
   • Foster a positive and engaging work environment that encourages collaboration and innovation.
   • Conduct performance reviews, provide feedback, and initiate training programs.

3. Client Relationship Management:

   • Act as the primary point of contact for clients, addressing concerns, updates, and escalations effectively.
   • Maintain regular communication with clients to ensure alignment on expectations and goals.

4. Quality Assurance:

   • Ensure the delivery of high-quality services by implementing robust quality assurance processes.
   • Analyze operational data to identify trends, gaps, and opportunities for improvement.

5. Strategic Planning:

   • Assist in formulating and executing operational strategies to achieve business goals.
   • Forecast resource requirements and optimize workforce allocation.

6. Risk Management and Compliance:

   • Identify and mitigate potential risks associated with service delivery.
   • Ensure compliance with data privacy regulations and organizational policies.

Key Requirements:

Education and Qualifications:

• Bachelor’s degree in Business Administration, Management, or a related field.
• Master’s degree (preferred).

Experience:

• 5+ years of experience in BPO operations, including at least 2 years in a managerial or supervisory role.
• Proven track record of managing large teams and achieving operational excellence.

Skills and Competencies:

• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Analytical thinking and problem-solving capabilities.
• Proficiency in using CRM and workforce management tools.
• Sound knowledge of industry best practices, SLAs, and KPIs.
• Ability to handle high-pressure situations and tight deadlines.

Other Requirements:

• Flexible to work in shifts or extended hours as needed.
• Familiarity with data privacy laws and compliance requirements.
• Willingness to travel for client meetings or site visits.