Key Responsibilities
- Manage end-to-end BPO operations and ensure seamless process execution.
- Lead, mentor, and motivate Team Leaders, Quality Analysts, Trainers, and Operations teams.
- Monitor daily operational performance, productivity, and service levels.
- Develop and implement operational strategies to improve efficiency and profitability.
- Ensure adherence to client SLAs, KPIs, quality standards, and compliance requirements.
- Analyse MIS reports and operational metrics to identify improvement opportunities.
- Coordinate with HR, Recruitment, Training, IT, and Quality teams to ensure smooth business operations.
- Conduct regular performance reviews and implement action plans for process improvement.
- Handle client escalations and maintain strong client relationships.
- Prepare operational reports and present business performance to senior management.
- Drive employee engagement, retention, and performance improvement initiatives.
- Manage workforce planning, shift management, attendance, and resource allocation.
- Ensure compliance with company policies, security standards, and operational procedures.
Required Skills
- Strong leadership and people management skills.
- Excellent communication and client management abilities.
- Strong analytical and decision-making skills.
- Experience in managing large BPO teams.
- Hands-on experience with KPIs, SLAs, AHT, CSAT, Productivity, Shrinkage, and Quality Metrics.
- Proficiency in MS Excel, MIS reporting, and operational dashboards.
- Ability to work in a fast-paced environment and handle multiple priorities.
Eligibility
- Bachelor's degree in any discipline (MBA preferred).
- Minimum 15+ years of experience in BPO Operations.
- At least 2+ years in a managerial role hand in US Technical Support processes will be preferred.
Pay: Up to ₹2,000,000.00 per year
Benefits:
Work Location: In person
