BPO Manager

Job Summary:

We are seeking a highly skilled and experienced BPO/Contact Centre Manager to oversee and optimize the operations of our contact centre. The ideal candidate will be responsible for managing teams, improving performance metrics, ensuring customer satisfaction, and driving process efficiencies. This role requires strong leadership, strategic planning, and a deep understanding of contact centre operations. The manager will also be responsible for managing team leads, shift assignments, and client interactions to ensure seamless operations and service excellence.

Key Responsibilities:

·        Oversee day-to-day operations of the contact centre, ensuring efficiency and effectiveness.

·        Develop and implement strategies to enhance productivity, customer satisfaction, and service quality.

·        Lead, mentor, and train teams, including team leads, to achieve performance targets.

·        Manage shift assignments to ensure adequate staffing and operational efficiency.

·        Monitor key performance indicators (KPIs) such as service level, response time, customer satisfaction, and agent productivity.

·        Manage workforce planning, scheduling, and resource allocation to optimize operational efficiency.

·        Ensure compliance with company policies, industry regulations, and quality standards.

·        Implement and improve standard operating procedures (SOPs) for customer interactions and issue resolution.

·        Foster a customer-centric culture, resolving escalated customer concerns professionally.

·        Utilize data-driven insights to enhance customer experience and drive continuous improvement.

·        Collaborate with cross-functional teams to align contact centre objectives with overall business goals.

·        Interact with clients to understand their needs, manage expectations, and ensure high-quality service delivery.

·        Stay updated with industry trends and emerging technologies to enhance contact centre capabilities.

Required Qualifications & Skills:

·        Bachelor's degree in Business Administration, Management, or a related field (Master's preferred).

·        Proven experience (7+ years) in managing a BPO/contact centre or customer service operations.

·        Strong leadership, coaching, and team management skills.

·        Ability to effectively manage team leads and ensure alignment with business goals.

·        Excellent communication and interpersonal skills.

·        Proficiency in contact centre software, CRM systems, and reporting tools.

·        Data-driven mindset with the ability to analyze performance metrics and drive improvements.

·        Strong problem-solving abilities and conflict resolution skills.

·        Ability to work in a fast-paced, target-driven environment.

·        Knowledge of industry best practices and compliance requirements.

Knowledge, Skills and Ability

•  You are proactive and take ownership in all you do.
•  Excellent situational awareness in handling objections in dynamic customer environments.
•  Excellent written and verbal communication skills.
•  Leading cross-functional collaboration across global teams
•  Self-motivated, takes the initiative, assumes ownership and runs programs with minimal supervision.