Back Office / BPO Operation Manager

Job Title: Back Office / BPO Operation Manager

Job Summary:

We are seeking an experienced and result-oriented Back Office / BPO Operation Manager to oversee day-to-day operations, manage teams, streamline processes, and ensure service excellence. The role involves handling client deliverables, improving efficiency, maintaining compliance, and driving productivity in a dynamic BPO/back-office environment.

Key Responsibilities:

• Lead, manage, and supervise back-office/BPO operations teams to ensure smooth and efficient functioning.
• Monitor performance metrics (SLA, TAT, Quality, Productivity) and ensure targets are consistently achieved.
• Develop and implement process improvements to enhance efficiency and reduce operational risks.
• Oversee workforce management, including shift planning, scheduling, and resource allocation.
• Coordinate with clients, stakeholders, and internal departments for seamless service delivery.
• Prepare and present regular MIS reports, dashboards, and performance reviews to senior management.
• Ensure compliance with company policies, data security, and industry regulations.
• Identify training needs, mentor team leaders, and promote employee engagement.
• Handle escalations, resolve issues effectively, and maintain client satisfaction.
• Drive automation and digital transformation initiatives for operational excellence.

Qualifications & Skills:

• Bachelor’s/Master’s degree in Business Administration, Commerce, or related field.
• 7–10 years of experience in Back Office / BPO operations, with at least 3–5 years in a managerial role.
• Strong leadership, people management, and process improvement skills.
• Excellent communication, client handling, and problem-solving abilities.
• Hands-on experience with MIS, reporting tools, and MS Office (Excel, PowerPoint).
• Knowledge of BPO/ITES processes, quality frameworks, and compliance standards.
• Ability to work under pressure and manage multiple projects simultaneously.

Key Competencies:

• Strategic Thinking & Execution
• Team Leadership & Development
• Process Optimization
• Analytical & Decision-Making Skills
• Customer-Centric Approach
• Adaptability & Result Orientation

Job Type: Full-time

Pay: ₹1,500,000.00 - ₹2,000,000.00 per year

Work Location: In person