Manager

Job Purpose

Key Responsibilities

• Manage client relationships, expectations, and satisfaction.
• Ensure service level agreements (SLAs) are met or exceeded.
• Develop and implement client-specific strategies.
  

Operational Excellence

• Oversee process implementation, improvement, and compliance.
• Analyze and optimize operational workflows.
• Implement cost-saving initiatives.
  

Team Management

• Lead, motivate, and develop a team of supervisors and agents.
• Provide coaching, training, and performance feedback.
• Foster a culture of excellence and continuous improvement.
  

Performance Management

• Monitor and analyze key performance indicators (KPIs).
• Develop and implement improvement plans.
• Conduct regular reviews and assessments.
  

Quality And Compliance

• Ensure adherence to industry regulations and standards.
• Implement quality control processes.
• Conduct audits and compliance checks.
  

Communication And Collaboration

• Liaise with internal stakeholders (e.g., sales, marketing).
• Collaborate with other operations teams.
• Communicate effectively with clients and stakeholders.
  

Requirements

• Experience:
• 5+ years in operations management, preferably in BPO.
• 2+ years in a leadership or supervisory role.
• Education:
• Bachelor's degree in Business, Operations, or related field.
• Skills:
• Strong leadership, communication, and analytical skills.
• Proficient in MS Office, operational software, and tools.
  

Desirable Skills

• Certification in operations management (e.g., Six Sigma).
• Experience with industry-specific regulations and standards.
• Knowledge of lean principles and process improvement methodologies.
  

Performance Metrics

• Client satisfaction and retention.
• Service level achievement.
• Operational efficiency and productivity.
• Employee engagement and retention.
• Business growth and revenue.
  

• Project timelines and milestones.
• Budget adherence.
• Client satisfaction.
• Team performance and engagement.
• Quality and compliance.