Vision Spark Group is hiring an experienced Operations Manager / Senior Manager to lead large-scale BPO operations across domestic and international processes.
Responsibilities:
Lead and manage BPO operations and achieve KPIs, SLAs, CSAT, productivity and revenue targets
Mentor Team Leaders, Assistant Managers and frontline staff
Monitor daily, weekly and monthly performance and drive improvements
Handle workforce management, capacity planning and resource utilization
Improve process efficiency and optimize costs
Identify performance gaps and implement corrective action plans
Manage client escalations, business reviews and stakeholders
Ensure compliance with company policies and quality standards
Build leadership pipelines and a high-performance culture
Requirements:
Experience in BPO / Customer Experience operations
Experience managing large teams and multiple processes
Knowledge of KPIs, SLAs, CSAT, AHT, shrinkage and attrition
Strong leadership, analytical and stakeholder management skills
Good client-handling and decision-making skills
Reliable career history with proven achievements