General Manager

• Develop and implement the strategic direction of the BPO division in line with the company’s overall goals.
• Lead and mentor a diverse team, ensuring high levels of motivation, performance, and growth.
• Work closely with senior leadership to identify growth opportunities, assess market trends, and ensure alignment with business objectives.
• Oversee day-to-day operations and ensure adherence to key performance indicators (KPIs).
• Manage multiple teams and processes, ensuring efficiency and high-quality service delivery.
• Implement continuous improvement initiatives to enhance service quality, client satisfaction, and operational efficiency.
• Foster strong relationships with key clients, addressing their needs and concerns promptly.
• Ensure client expectations are met and identify opportunities for upselling and expanding business offerings.
• Act as the primary escalation point for client issues and concerns, ensuring swift resolution.
• Develop and manage the budget for the BPO operations, ensuring profitability while delivering quality service.
• Oversee cost management and resource optimization strategies to meet financial targets.
• Analyze financial reports to identify areas for improvement and implement corrective actions.
• Provide coaching, feedback, and performance reviews to ensure individual and team growth.
• Encourage a culture of teamwork, accountability, and innovation.
• Prepare and present regular reports on operational performance, client satisfaction, financial performance, and business development.
• Utilize data analytics to assess trends, performance, and areas for improvement.
• Identify and implement new technologies and processes that drive operational efficiencies.
• Lead change management initiatives and guide the team through periods of transition or improvement.

Qualifications:

• Bachelor’s degree in Business Administration, Management, or a related field (Master’s degree preferred).
• Minimum of 2-5 years of experience in BPO or outsourcing operations, with at least 2 years in a leadership position.
• Proven experience in managing multi-site, multi-functional teams.
• Strong financial acumen and experience managing budgets and cost controls.
• Excellent leadership, communication, and interpersonal skills.
• Ability to manage complex client relationships and resolve issues diplomatically.
• Strong problem-solving skills and the ability to think strategically.

Job Type: Full-time

Pay: ₹22,000.00 - ₹26,000.00 per month

Benefits:

• Cell phone reimbursement
• Paid time off

Work Location: In person