BPO Operations Manager
hace 2 semanas
Job Summary
The Operations Manager is responsible for leading, optimizing, and scaling service delivery to ensure operational excellence, client satisfaction, and profitability. This role requires a strategic leader with strong analytical, people management, and client relationship skills to oversee daily operations, meet contractual KPIs, and drive continuous improvement initiatives across teams and accounts.
Responsibilities
- Ensure achievement of all service level agreements (SLAs) and key performance indicators (KPIs).
- Establish and maintain business standards for accuracy, productivity, and reliability.
- Manage daily business operations.
- Prepare performance reviews and re-evaluate processes.
- Manage budgets to align with business goals.
- Foster a positive, high-performance work environment focused on results and growth.
- Act as the main point of contact for clients on operational matters.
- Ensure regulatory, compliance, and legal requirements are followed.
- Collaborate with cross-functional teams (Training, Quality, WFM, IT) to support operational goals.
- Lead ramp-ups, process transitions, and the implementation of new client programs.
Qualifications
- 3+ years of experience in a similar role.
- Proficiency in Microsoft Office.
- Strong organizational and communication skills.
- Strong ability to multitask.
- Comfort working with multiple groups within the business.
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