Performance Manager – BPO Operations

Job Description

Job Summary

We are seeking a results-driven Performance Manager to oversee and enhance the performance of our BPO operations. The role will focus on monitoring agent productivity, ensuring quality standards, achieving KPI targets, and leveraging analytics to drive operational excellence.

Key Responsibilities

• Monitor and evaluate agent performance against defined KPIs and SLA targets.

• Work closely with the Quality Assurance (QA) team to identify gaps and implement improvement plans.

• Analyze performance data and prepare reports/dashboards for management review.

• Conduct performance reviews, coaching sessions, and feedback discussions with agents and team leaders.

• Collaborate with operations, training, and workforce management teams to enhance efficiency and effectiveness.

• Develop and implement strategies to improve customer satisfaction, reduce errors, and increase overall productivity.

• Identify performance trends and recommend actionable insights to meet organizational goals.

• Ensure compliance with company policies, client requirements, and industry standards.

Required Skills & Qualifications

• Bachelor’s degree in Business Administration, Management, or a related field.

• 3–5 years of experience in BPO operations, performance management, or QA.

• Strong understanding of KPIs, SLA management, and contact center metrics.

• Proficiency in performance analytics tools and MS Excel/Power BI (or similar).

• Excellent communication, coaching, and leadership skills.

• Strong analytical and problem-solving abilities.

• Ability to work in a fast-paced and target-driven environment.

Preferred Qualifications

• Experience in both inbound and outbound BPO operations.

• Knowledge of workforce management and process optimization.

• Certification in quality management or analytics will be an added advantage.

Job Skill

Job Details