Job Description

Role Overview

The BPO Service Operations Manager is responsible for overseeing and optimizing service delivery processes within the organization. This role ensures exceptional service quality, operational efficiency, and alignment with client expectations and business objectives. The ideal candidate will lead teams, implement best practices, and foster a culture of continuous improvement to drive service excellence.

Key Responsibilities

Operational Management Oversee day-to-day operations to ensure consistent and high-quality service delivery. Develop and implement strategies to optimize processes and meet performance targets. Monitor service level agreements (SLAs) and key performance indicators (KPIs) to ensure compliance. Team Leadership Manage, coach, and mentor service teams to achieve operational excellence. Conduct performance reviews and identify development opportunities for team members. Address performance challenges and maintain a high level of team engagement and morale. Process Improvement Continuously evaluate and enhance service delivery processes to improve efficiency. Leverage data and feedback to identify gaps and implement corrective actions. Introduce and adopt industry best practices to maintain a competitive edge. Client and Stakeholder Management Build and maintain strong relationships with clients to understand their needs and expectations. Act as a primary point of contact for escalations, resolving issues promptly and effectively. Coordinate with internal stakeholders to ensure seamless collaboration across departments. Performance Monitoring and Reporting Analyze operational data and trends to generate actionable insights. Prepare and present regular performance reports to leadership and clients. Use data-driven decision-making to align operational practices with business goals.
Key Requirements

Education & Experience

Bachelor's degree in business administration, Operations Management, or a related field (Master's preferred). 5+ years of experience in BPO service operations or a related field. Proven ability to manage large teams and complex operations.
Skills

Strong leadership and team management abilities. Exceptional problem-solving and analytical skills. Proficiency in operational tools, including CRM platforms, reporting tools, and workflow management systems. Outstanding communication and interpersonal skills.
Competencies

Customer-centric mindset with a focus on delivering superior service. Strategic thinking with a proactive approach to identifying opportunities for improvement. Ability to work under pressure and meet tight deadlines in a fast-paced environment.
Job Types: Full-time, Permanent

Experience:

BPO Managerial: 5 years (Preferred)
Work Location: In person