Operations Manager

Job Title: Operations Manager (BPO)

Job Summary:The Operations Manager for Business Process Outsourcing (BPO) is responsible for overseeing the day-to-day operations of the BPO unit. This role involves managing a team of employees, ensuring efficient delivery of services to clients, and achieving performance targets and service level agreements (SLAs). The Operations Manager plays a crucial role in maintaining high-quality standards, optimizing processes, and driving continuous improvement initiatives to enhance operational efficiency and customer satisfaction.

Key Responsibilities:

1. Team Management:
2. Recruit, train, and develop a high-performing team of BPO professionals.
3. Provide leadership, guidance, and coaching to team members.
4. Set performance goals, conduct performance evaluations, and implement performance improvement plans as necessary.
5. Foster a positive work environment and promote teamwork and collaboration.
6. Operations Oversight:
7. Monitor and manage day-to-day operations to ensure adherence to SLAs, quality standards, and productivity targets.
8. Develop and implement operational strategies to improve efficiency and effectiveness.
9. Analyze operational metrics and trends, identify areas for improvement, and take corrective actions.
10. Ensure compliance with company policies, industry regulations, and client requirements.
11. Client Relationship Management:
12. Establish and maintain strong relationships with clients, acting as the primary point of contact for operational matters.
13. Conduct regular client meetings to review performance, address concerns, and identify opportunities for growth and improvement.
14. Collaborate with clients to understand their business needs and align operational processes accordingly.
15. Anticipate client requirements and proactively provide solutions to enhance client satisfaction.
16. Process Improvement:
17. Identify process inefficiencies and bottlenecks, and develop strategies to streamline operations and improve productivity.
18. Implement process improvement initiatives and best practices to drive operational excellence.
19. Leverage technology and automation tools to optimize workflows and enhance operational efficiency.
20. Monitor industry trends and stay updated with advancements in BPO practices and technologies.
21. Reporting and Analysis:
22. Prepare and analyze operational reports, including performance metrics, KPIs, and SLA adherence.
23. Provide regular reports and insights to senior management and clients on operational performance and improvement initiatives.
24. Identify trends, patterns, and areas of improvement based on data analysis.

Requirements:

• Bachelor's degree in business administration, management, or a related field.
• Proven experience in BPO operations, with a focus on team management and client relationship management.
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Analytical and problem-solving abilities.
• Ability to work under pressure and meet deadlines.
• Proficiency in using BPO software, tools, and technologies.
• Knowledge of industry regulations and best practices.
• Continuous improvement mindset and ability to drive change.

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