BPO Project Manager

• Establish and lead the BPO department from scratch, including recruitment, setup, and operational implementation.
  
• Oversee and guide Team Leaders (TLs) and their respective teams to achieve performance targets and maintain productivity standards.
  
• Take full ownership of team performance, structure, and discipline in alignment with company objectives.
  
• Manage end-to-end operations, including call process management, data tracking, quality monitoring, and reporting.
  
• Make strategic decisions on team allocation, hiring, references, and onboarding to build a high-performing workforce.
  
• Ensure strict adherence to time schedules, timelines, and deliverables.
  
• Analyze performance metrics and prepare actionable reports using Advanced Excel, CRM tools, and Dialer systems.
  
• Develop and implement SOPs, productivity strategies, and performance evaluation frameworks.
  
• Collaborate closely with management to align BPO operations with business goals.
  
• Foster a culture of ownership, professionalism, and accountability across the department.

Requirements

• Proven leadership experience as a Project Manager or Senior Manager in a BPO / PropTech / EdTech / or similar process-driven sector.
  
• Ability to build, mentor, and manage teams of 50+ members, including multiple Team Leaders.
  
• Strong understanding of CRM platforms, Dialer systems, Excel dashboards, and performance tracking tools.
  
• Excellent analytical, problem-solving, and communication skills.
  
• Highly disciplined with a results-driven approach and ownership mindset.
  
• Capable of taking independent operational and managerial decisions under pressure.
  
• Immediate availability preferred; must be an asset to the company, not a liability.