BPO Operation Manager

Job Description: Mount Talent is looking for a dynamic and experienced BPO Operations Executive to join our team. The ideal candidate will be responsible for overseeing and managing day-to-day operations within our BPO services, ensuring optimal productivity, customer satisfaction, and adherence to quality standards. Key Responsibilities: Oversee daily operations of BPO processes to ensure efficiency and productivity. Monitor and manage team performance, ensuring KPIs and SLAs are met. Analyze and resolve operational issues, escalating when necessary. Provide continuous coaching and feedback to team members. Implement strategies to improve process efficiency, service delivery, and quality. Ensure adherence to client-specific requirements and business processes. Coordinate with clients to understand their needs and ensure deliverables are met. Prepare and deliver reports on operational performance and metrics. Manage and optimize resource allocation to meet business demands. Ensure compliance with company policies and industry regulations. Qualifications: Bachelor's degree or equivalent. Proven experience in BPO operations management or similar roles. Strong leadership and team management skills. Excellent communication and interpersonal skills. Ability to analyze data and drive process improvements. Knowledge of quality management processes and tools. Familiarity with relevant software tools (CRM, reporting, etc.). Key Skills: Team Management Process Optimization Client Relationship Management Performance Reporting Problem-Solving Analytical Thinking