General Manager - Operations - 1171

Job Description

The Role:

The General Manager – Operations for the US BPO Business will be responsible for overseeing the entire operations function, ensuring exceptional service delivery, operational efficiency, and client satisfaction within a BPO environment. This leadership role demands a strategic thinker with the ability to manage teams, optimize processes, and maintain consistent, high-quality service to US-based clients.

Key Responsibilities:

• Lead and manage the overall operations of the BPO business, ensuring the seamless delivery of services to US clients.
• Continuously monitor and enhance operational processes to improve productivity, quality, and efficiency.
• Direct and mentor a team of supervisors, team leads, and agents, fostering a high-performance culture.
• Understand and align services with client objectives to meet or exceed their expectations.
• Maintain regular communication with clients, providing updates on operational performance and recommending areas for improvement.
• Oversee operational budgets and resource management to ensure cost-effectiveness and optimal allocation of resources.
• Ensure compliance with US regulations, client-specific requirements, and industry standards.
• Proactively identify risks and implement strategies to mitigate them, ensuring smooth operations at all times.

Requirements:

• A Bachelor’s degree in Business Administration, Operations Management, or a related field.
• At least 5-7 years of experience in operations management within a BPO setting, with a preference for experience in the US market.
• In-depth knowledge of BPO operations, including client management, quality control, and process optimization.
• Strong communication skills (both written and verbal), with the ability to effectively engage with clients and senior leadership.
• Proficiency in advanced Excel and PowerPoint for reporting and presentations.

Job Skill

Job Details