International BPO Operations Head

Job Summary

We are looking for an experienced and result-oriented Operations Head to lead the overall operations of our BPO. The ideal candidate will be responsible for managing day-to-day operations, driving team performance, ensuring process compliance, maintaining discipline, improving productivity, and delivering exceptional client satisfaction.

Key Responsibilities

• Lead and manage the entire operations team
• Develop and implement operational processes, SOPs, and performance standards.
• Oversee employee onboarding, training, coaching, and continuous skill development.
• Monitor KPIs, productivity, quality scores, attendance, adherence, and customer satisfaction.
• Build a culture of accountability, discipline, and high performance.
• Conduct regular performance reviews and implement improvement plans where required.
• Coordinate with clients on operational updates, escalations, and process improvements.
• Ensure compliance with company policies and client requirements.
• Analyze operational data and prepare daily, weekly, and monthly MIS reports.
• Identify process gaps and implement efficiency improvements.
• Manage workforce planning, shift scheduling, leave management, and resource allocation.
• Handle employee grievances and maintain a positive work environment.

Required Qualifications

• Bachelor’s degree in any discipline (MBA preferred).
• 5+ years of experience in BPO Operations, with at least 2 years in a managerial or leadership role.
• Strong knowledge of customer support operations, quality management, and process improvement.
• Excellent leadership, communication, and conflict-resolution skills.
• Experience in training, coaching, and team development.
• Strong analytical skills with proficiency in Excel and reporting tools.
• Ability to work in a fast-paced environment and manage multiple priorities.

Preferred Skills

• Client management and stakeholder communication.
• Performance management and workforce planning.
• SOP creation and process documentation.
• KPI and SLA management.
• Decision-making and problem-solving abilities.

What We Offer

• Competitive salary.
• Performance-based incentives.
• Opportunity to build and lead a growing BPO operation.
• Professional growth and leadership opportunities.
• Collaborative and performance-driven work culture.