Hiring For Senior Manager Operations - BPO (outbound Process)

Job Summary:

Senior Manager Operations

Key Responsibilities:

Operational & Performance Management:

• Oversee the outbound operations, ensuring achievement of KPIs such as conversion rates, sales targets, customer satisfaction, and compliance metrics.
• Develop and implement strategies to improve process efficiency, reduce turnaround time, and enhance overall productivity.
• Monitor real-time operations, provide guidance, and ensure adherence.
• Identify process gaps, implement corrective actions, and drive continuous improvement initiatives.
• Utilize data-driven insights to improve call strategies, workforce planning, and campaign effectiveness.

Team & People Management:

• Lead, mentor, and manage a team of managers, team leaders, and agents to drive high performance.
• Conduct regular performance reviews, training programs, and coaching sessions to enhance team capabilities.
• Foster a positive work environment, ensuring employee engagement, motivation, and retention.
• Collaborate with HR for hiring, onboarding, and workforce planning.

Client & Stakeholder Management:

• Serve as the primary point of contact for clients, understanding their requirements and ensuring alignment with business objectives.
• Conduct regular business reviews, share insights, and address any concerns or escalations from clients.
• Build and maintain strong relationships with internal and external stakeholders.

Quality & Compliance:

• Ensure adherence to regulatory requirements, company policies, and quality standards.
• Implement and monitor quality assurance measures to improve customer experience and minimize errors.
• Handle escalations effectively and ensure prompt resolution of customer complaints.

Technology & Innovation:

• Leverage the latest tools, CRM systems, dialer, and AI-based solutions to enhance outbound calling efficiency.
• Identify and implement automation opportunities to improve operational performance.

Key Skills & Competencies:

• Strong leadership and people management skills.
• Excellent analytical and problem-solving abilities.
• Proficiency in CRM tools, dialers, and data analytics.
• Ability to drive sales, retention, and customer engagement in an outbound process.
• Excellent communication, negotiation, and stakeholder management skills.
• Strong knowledge of compliance and regulatory guidelines in the BPO industry.

Qualifications & Experience:

• Education:

  Bachelor's/Masters degree in Business Administration, Operations Management, or a related field.

• Experience:

  10+ years of experience in BPO operations, with at least 5 years in a managerial role handling outbound processes (sales, telemarketing, retention, customer outreach, etc.).

• Industry Exposure:

  Experience in managing large teams and working in a high-pressure, target-driven environment.

• Only domestic process experience required, not looking for international experience.