BPO Manager

We are looking for an experienced and dynamic BPO Manager to oversee daily operations, manage team performance, and ensure excellent customer service delivery. The ideal candidate should have strong leadership skills, operational expertise, and the ability to drive productivity, quality, and client satisfaction in a fast-paced BPO environment.

Key Responsibilities

• Manage day-to-day BPO operations and ensure smooth workflow.
• Monitor team performance, productivity, and service quality.
• Lead, motivate, and mentor team leaders and agents.
• Handle client communication and maintain strong client relationships.
• Ensure achievement of KPIs, SLAs, and operational targets.
• Prepare operational reports, MIS, and performance analysis.
• Conduct training, coaching, and performance evaluations.
• Implement process improvements and cost optimization strategies.
• Handle escalation management and resolve customer issues effectively.
• Ensure compliance with company policies and quality standards.

Required Skills

• Strong leadership and team management skills
• Excellent communication and interpersonal abilities
• Problem-solving and decision-making skills
• Knowledge of BPO operations and customer service processes
• Ability to work under pressure and meet deadlines
• Proficiency in MS Office and reporting tools

Qualifications

• Bachelor’s degree in Business Administration or related field
• MBA preferred
• Experience in BPO/Call Center operations