Key Responsibilities 1. Operational Management
- Oversee daily operations of assigned accounts, ensuring KPIs and SLAs are consistently met or exceeded.
- Develop and implement strategies to improve efficiency, reduce costs, and optimize resource allocation.
- Conduct regular performance reviews and implement action plans for continuous improvement.
- Monitor call volumes, service levels, and team productivity using reporting tools and dashboards.
- Ensure compliance with company policies, processes, and client contractual requirements.
2. Client Relationship Management
- Serve as the primary operational contact for assigned clients.
- Conduct regular business reviews, sharing performance reports, insights, and recommendations.
- Address and resolve escalations promptly to maintain client satisfaction.
- Collaborate with clients to identify process improvement opportunities.
3. People Management & Development
- Lead, coach, and mentor Operations Supervisors / Team Leaders to develop leadership skills and ensure alignment with business objectives.
- Foster a positive and engaging work environment to enhance retention and employee satisfaction.
- Manage workforce planning, scheduling, and staffing requirements in coordination with Workforce Management (WFM).
- Oversee performance management, including recognition, corrective actions, and career development planning.
4. Quality & Compliance
- Ensure adherence to quality standards, policies, and regulatory requirements (e.g., data privacy, client-specific compliance rules).
- Collaborate with Quality and Training teams to implement improvement initiatives.
- Analyze root causes of service delivery issues and implement corrective measures.
5. Reporting & Analytics
- Review daily, weekly, and monthly performance reports, identifying trends and opportunities for improvement.
- Prepare and present operational updates to senior management and clients.
- Leverage data to support decision-making and strategy formulation.
Key Responsibilities 1. Operational Management
- Oversee daily operations of assigned accounts, ensuring KPIs and SLAs are consistently met or exceeded.
- Develop and implement strategies to improve efficiency, reduce costs, and optimize resource allocation.
- Conduct regular performance reviews and implement action plans for continuous improvement.
- Monitor call volumes, service levels, and team productivity using reporting tools and dashboards.
- Ensure compliance with company policies, processes, and client contractual requirements.
2. Client Relationship Management
- Serve as the primary operational contact for assigned clients.
- Conduct regular business reviews, sharing performance reports, insights, and recommendations.
- Address and resolve escalations promptly to maintain client satisfaction.
- Collaborate with clients to identify process improvement opportunities.
3. People Management & Development
- Lead, coach, and mentor Operations Supervisors / Team Leaders to develop leadership skills and ensure alignment with business objectives.
- Foster a positive and engaging work environment to enhance retention and employee satisfaction.
- Manage workforce planning, scheduling, and staffing requirements in coordination with Workforce Management (WFM).
- Oversee performance management, including recognition, corrective actions, and career development planning.
4. Quality & Compliance
- Ensure adherence to quality standards, policies, and regulatory requirements (e.g., data privacy, client-specific compliance rules).
- Collaborate with Quality and Training teams to implement improvement initiatives.
- Analyze root causes of service delivery issues and implement corrective measures.
5. Reporting & Analytics
- Review daily, weekly, and monthly performance reports, identifying trends and opportunities for improvement.
- Prepare and present operational updates to senior management and clients.
- Leverage data to support decision-making and strategy formulation.
Qualifications
Education:
- Bachelor’s degree in Business Administration, Management, or related field (or equivalent work experience).
Experience:
- Minimum 5 years’ experience in a BPO environment, with at least 2 years in an Operations Manager or equivalent leadership role.
- Proven track record in managing large teams (100+ FTEs) across multiple lines of business.
- Experience in client management and operational excellence.
Skills & Competencies:
- Strong leadership and people management skills.
- Excellent communication and presentation abilities.
- Analytical and problem-solving skills with a data-driven mindset.
- Ability to work in a fast-paced, high-pressure environment.
- Proficiency in MS Office and familiarity with CRM/Contact Center systems.
- Knowledge of WFM processes and quality assurance best practices.
Key Performance Indicators (KPIs)
- Achievement of account-specific SLAs and KPIs (e.g., CSAT, AHT, FCR).
- Client satisfaction scores and retention.
- Employee engagement and attrition rates.
- Operational efficiency and cost optimization metrics.
Work Environment
- Office-based or hybrid setup depending on account requirements.
- May require flexible scheduling, including night shifts, weekends, and holidays based on client needs.