Manager

Job: BPO Manager

Company:

About BLS E-Services Pvt. Ltd.

BLS E-Services is a leading tech-enabled service provider delivering citizen-centric solutions across India. With a strong focus on digital transformation, we aim to streamline service delivery through innovation, efficiency, and customer satisfaction.

Job Summary

BPO Manager

Key Responsibilities

• Oversee day-to-day operations of the BPO unit, ensuring adherence to SLAs and KPIs
• Develop and implement strategies to improve customer satisfaction and operational performance
• Lead, mentor, and manage a team of supervisors and agents across multiple processes
• Monitor performance metrics and generate actionable insights through dashboards and reports
• Collaborate with cross-functional teams to ensure seamless service delivery
• Handle client communications, escalations, and relationship management
• Drive process improvements using Lean, Six Sigma, or other methodologies
• Ensure compliance with company policies, data security standards, and regulatory requirements

Qualifications & Skills

• Bachelors degree in Business Administration, Management, or related field
• 5–8 years of experience in BPO operations, with at least 2 years in a managerial role
• Strong leadership and team management skills
• Excellent communication and interpersonal abilities
• Proficiency in CRM tools, MS Excel, and reporting platforms
• Knowledge of industry best practices and emerging BPO technologies
• Certification in Six Sigma or similar process improvement frameworks is a plus

What We Offer

• Competitive salary of 8 LPA
• Opportunity to work with a fast-growing digital services company
• Professional development and career growth
• Inclusive and collaborative work culture
• Incentive plans