Job Title:

Job Description

Key Responsibilities:

• Operational Management:
  • Oversee end-to-end service delivery processes, ensuring adherence to service level agreements (SLAs), key performance indicators (KPIs), and client expectations.
  • Monitor and manage day-to-day operations, including workflow management, quality assurance, and escalations.
• Team Leadership & Development:
  • Lead, mentor, and develop teams to ensure optimal performance and continuous growth.
  • Conduct regular performance reviews and provide coaching to improve team productivity and engagement.
• Client & Stakeholder Management:
  • Act as the primary point of contact for client interactions, fostering strong relationships and ensuring client satisfaction.
  • Collaborate with internal and external stakeholders to address concerns, implement solutions, and drive process improvements.
• Process Improvement:
  • Identify operational inefficiencies and develop strategies for continuous improvement.
  • Implement best practices and innovative solutions to enhance productivity and service delivery.
• Reporting & Analysis:
  • Prepare and present operational reports, including performance metrics, trends, and improvement plans.
  • Analyze data to identify patterns and recommend actionable insights for enhanced decision-making.

Qualifications:

• Proven experience in a BPO or related industry with a focus on operations management.
• Strong leadership, organizational, and communication skills.
• Ability to manage multiple priorities and work in a fast-paced, dynamic environment.
• Proficiency in data analysis, reporting, and operational tools.
• Experience in client and stakeholder management.

Key Competencies:

• Customer-centric mindset
• Analytical and problem-solving skills
• Effective time management
• Collaborative approach
• Process-driven with a focus on continuous improvement

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Location:

Language Requirements:

Time Type:

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