Experience: Overall 8+ Years of exp Minimum 2+ Years On papers
Industry: International BPO / BPM
Job Description
We are looking for an experienced and result-oriented Operations Manager to manage international BPO operations across multiple lines of business, including Voice, Chat, and Email processes.
The ideal candidate should have strong leadership capabilities, excellent operational management skills, and proven experience in handling international BPO operations.
Key Responsibilities
- Manage and oversee day-to-day operations of international BPO processes.
- Handle multiple lines of business, including Voice, Chat, and Email.
- Drive operational performance and ensure achievement of business targets.
- Monitor key performance indicators (KPIs), SLAs, CSAT, productivity, and quality metrics.
- Lead, mentor, and manage team leaders and operations teams.
- Ensure process efficiency, customer satisfaction, and operational excellence.
- Identify performance gaps and implement improvement strategies.
- Coordinate with internal stakeholders and clients to ensure smooth business operations.
- Drive employee engagement, performance management, and process improvements.
Required Skills & Qualifications
- 8+ years of overall experience in the BPO industry.
- Minimum 2+ years of experience as an Operations Manager.
- Mandatory experience in International BPO operations.
- Strong exposure to Voice, Chat, and Email processes.
- Excellent people management and leadership skills.
- Robust understanding of operational metrics and SLA management.
- Excellent communication, analytical, and problem-solving skills.