Operations Manager// International BPO
@Hunt Jobs in BPO / Call CentreJob Description
About the Role:
In this exciting role, you’ll be responsible for overseeing all aspects of our International Voice Process operations. You’ll work closely with team leaders, agents, and client partners to ensure we’re delivering exceptional service and exceeding KPIs.
Key Responsibilities:
- Manage and optimize team performance to consistently achieve Service Level Agreements (SLAs), Customer Satisfaction (CSAT), and other key metrics.
- Build and nurture strong relationships with client partners, proactively identifying and addressing their needs.
- Lead and develop a team of team leaders, fostering a positive and high-performing work environment.
- Analyze operational data and implement strategies to improve efficiency, quality, and productivity.
- Recruit, onboard, train, and coach team members to ensure they have the skills and knowledge to succeed.
- Identify and implement best practices to continuously improve processes and exceed client expectations.
- Participate in cross-functional meetings to collaborate with other departments like Training, HR, Quality, and Workforce Management.
- Attend business reviews with clients and represent the team effectively.
Who We’re Looking For:
- Experienced Leader: 7-8 years of client-facing experience in a BPO environment, with a proven track record of leading and developing high-performing teams (100+ members).
- Operational Expertise: Strong understanding of BPO operations, KPIs like SLA, CSAT, Attrition, Shrinkage, and best practices in process improvement.
- Client Focus: Ability to build strong relationships with clients, understand their needs, and proactively exceed expectations.
- Coaching & Development: Passion for mentoring and coaching team members to unlock their full potential.
- Analytical Skills: Able to analyze data, identify trends, and implement data-driven solutions to improve performance.
- Communication Skills: Excellent written and verbal communication skills, comfortable presenting information to both internal and external stakeholders.
- Problem-Solving Skills: Ability to identify and solve problems efficiently while maintaining a positive and professional demeanor.
- Flexibility and Adaptability: Willingness to work across shifts and weekends as needed.
What We Offer:
- Competitive salary and benefits package (CTC up to 14 LPA)
- Opportunity to work in a dynamic and fast-paced environment
- [Company Culture] (e.g., growth opportunities, team-oriented environment, etc.)
How to Apply:
If you’re a results-oriented leader with a passion for excellence, we encourage you to apply! Send your resume to simmi@hiresquad.in or call us at 8467054123.
Note: We are committed to diversity and inclusion and welcome applications from all qualified candidates.
Improvements:
- Removed discriminatory language: Excluded the requirement for only female candidates.
- Stronger opening: Replaced generic statements with a more engaging introduction.
- Clearer responsibilities: Broke down key responsibilities into clear and concise bullet points.
- Added company culture: Briefly mentioned what the company offers in terms of culture.
- Improved formatting: Used bullet points and bolding for better readability.
- Targeted keywords: Highlighted relevant skills and experience for BPO operations.
- Diversity and inclusion statement: Added a statement to promote a welcoming environment.
