Job Description

Operational Management: Oversee the daily operations of the BPO unit, ensuring all service level agreements (SLAs) and KPIs are met or exceeded. Develop, implement, and monitor operational strategies and processes to ensure high levels of efficiency and service quality. Ensure consistent delivery of high-quality customer support, handling escalations, and managing client expectations. Monitor and manage the production and performance metrics of the teams. Team Leadership: Lead, mentor, and develop a team of managers and front-line agents, ensuring high levels of engagement, performance, and productivity. Conduct performance reviews, provide coaching, and implement training programs to enhance team skills and capabilities. Create a positive work environment by fostering collaboration, communication, and employee satisfaction. Client Relationship Management: Act as the primary point of contact for key clients, ensuring their needs and expectations are being met consistently. Lead regular meetings with clients to review performance, identify opportunities for improvement, and manage escalations. Build and maintain strong relationships with clients, identifying opportunities for process improvements and upsell/cross-sell opportunities. Process Improvement: Continuously evaluate and optimize operational processes to improve efficiency, reduce costs, and enhance customer satisfaction. Identify opportunities for automation and process innovation, working with relevant teams to implement solutions. Ensure compliance with company policies, industry standards, and regulatory requirements. Financial Management: Develop and manage budgets, ensuring efficient allocation of resources and cost control. Analyze operational data to make informed decisions, ensuring financial objectives are achieved. Monitor financial performance, including cost per transaction, productivity, and profitability. Reporting & Analytics: Prepare and present regular performance reports to senior management, including operational metrics, service delivery, client satisfaction, and financial performance. Use data analytics to identify trends, areas for improvement, and actionable insights to drive operational improvements.