Essential Skills
Strong leadership, team management, and coaching skills.
Excellent communication, interpersonal, and relationship-building skills.
Proven track record in achieving business goals, improving operations efficiency, and driving continuous improvement.
Ability to work in a fast-paced environment, manage multiple priorities, and meet deadlines.
Knowledge of BPO industry trends, best practices, and technologies.
Strong analytical, problem-solving, and decision-making skills.
Strong understanding & competency in US property & casualty insurance processes.
Education & Experience
Should have bachelor's degree.
At least 5 years of experience in BPO operations managerial role.
Job Responsibilities
Develop and implement strategies to improve BPO operations efficiency and effectiveness, ensuring optimal service delivery to clients.
Oversee the planning, implementation, and monitoring of all BPO projects to ensure timely delivery.
Manage the day-to-day activities of the BPO operations, ensuring quality, productivity, and service level agreements (SLAs) are met.
Build and maintain strong relationships with clients to ensure client satisfaction, retention, and growth.
Lead, motivate and coach the BPO team to achieve performance goals and career development.
Develop and maintain relevant metrics, dashboards, and reports to provide insights and improve decision-making.
Identify and manage risks and issues, develop mitigation strategies, and ensure compliance with regulations and policies.
Collaborate with other departments to ensure smooth operations.
