Assistant Manager - BPO Operations - 1167

Job Description

The Manager – Operations for the US BPO Business will be responsible for overseeing and managing day-to-day operations in a BPO environment, ensuring seamless service delivery, operational excellence, and client satisfaction. This position requires a dynamic leader capable of managing teams, driving performance, optimizing processes, and ensuring consistent delivery of quality services to US-based clients.

Key Responsibilities:

• Oversee and manage the end-to-end operations of the BPO business, ensuring the efficient delivery of services to US clients.
• Monitor and optimize operational processes for continuous improvement in productivity, quality, and efficiency.
• Lead, mentor, and manage a team of supervisors, team leads, and agents.
• Understand client needs and objectives, ensuring services are tailored to meet or exceed expectations.
• Regularly communicate with clients to report on operational performance and provide insights for improvement.
• Manage operational budgets and resources, ensuring cost-effectiveness and optimal resource allocation.
• Ensure adherence to US regulations, client-specific requirements, and industry best practices.
• Identify potential risks and implement mitigation strategies to maintain smooth operations.

Requirements:

• Bachelor’s degree in Business Administration, Operations Management, or related field.
• Minimum 3-5 years of experience in operations management within a BPO environment, preferably in the US market.
• Strong understanding of BPO operations, including client management, quality assurance, and process optimization.
• Excellent communication skills (written and verbal), with the ability to interact effectively with clients and senior management.
• Advanced Excel and PowerPoint skills.

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Job Details