Job Summary:
The Operations Manager will manage the daily operations of assigned teams or processes within the BPO, ensuring that all client SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) are met. This role involves leading teams, managing workflow, ensuring quality service, and implementing process improvements. The ideal candidate will have strong operational management skills, leadership abilities, and experience in handling large teams and client accounts.
Key Responsibilities:
- Operational Management:
- Oversee daily operations of the BPO process, ensuring smooth delivery of services according to client expectations and operational goals.
- Ensure all processes are executed efficiently and in compliance with SLAs.
- Identify areas for operational improvements and implement corrective measures.
- Team Leadership:
- Manage and lead a team of supervisors and agents to ensure they perform their tasks effectively.
- Coach, mentor, and provide support to team members, promoting a positive work environment.
- Conduct regular performance reviews and provide constructive feedback to improve individual and team performance.
- Performance Monitoring & Reporting:
- Track and monitor team performance against KPIs such as productivity, accuracy, and turnaround time.
- Generate and review operational reports to assess team performance and identify trends or issues.
- Present reports and insights to senior management on operational performance, challenges, and opportunities for improvement.
- Client Management:
- Act as the primary point of contact for the client on operational matters, ensuring that communication is clear and consistent.
- Address client concerns, resolve escalations, and ensure client satisfaction.
- Understand client requirements and adapt processes to meet their changing needs.
- Process Improvement:
- Analyze operational workflows and identify areas for improvement to enhance efficiency and quality.
- Implement process optimization strategies, reducing waste and improving productivity.
- Collaborate with cross-functional teams to improve overall service delivery.
- Quality Assurance:
- Ensure that quality standards are met in all client interactions and transactions.
- Work closely with the quality assurance team to monitor and maintain service quality.
- Address any quality-related issues, implementing corrective actions where necessary.
- Resource Management:
- Ensure that staffing levels are adequate to meet operational demands.
- Manage scheduling, attendance, and shift management to ensure smooth operations.
- Optimize resource utilization, balancing workload distribution among team members.
- Training & Development:
- Identify training needs within the team and ensure the execution of regular training and development programs.
- Foster a culture of continuous learning and development to improve team capabilities.
- Keep team members updated on new processes, products, and best practices.
- Compliance and Risk Management:
- Ensure that all operations comply with company policies, legal regulations, and industry standards.
- Identify operational risks and implement mitigation strategies.
Required Qualifications:
- Bachelor’s degree in Business, Operations Management, or related field.
- 8-10 years of experience in operations management, preferably in a BPO or outsourcing environment.
- Strong leadership skills with a proven track record in managing large teams.
- Knowledge of BPO processes, client management, and service delivery.
Skills & Competencies:
- Strong communication and interpersonal skills.
- Excellent problem-solving and decision-making abilities.
- Experience in managing client relationships and handling escalations.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Proficiency in using operational management tools and systems.
- Analytical mindset with the ability to interpret data and make informed decisions.
- Proficiency in process improvement methodologies (e.g., Lean, Six Sigma) is a plus.
Key Performance Indicators (KPIs):
- Achievement of operational KPIs such as turnaround time, productivity, and accuracy.
- Client satisfaction and retention metrics.
- Team performance, engagement, and retention.
- Compliance with quality and service-level standards.
- Process improvement and cost-saving initiatives.
