01Overview
Key Responsibilities - Manage end-to-end BPO operations and ensure seamless process execution. - Lead, mentor, and motivate Team Leaders, Quality Analysts, Trainers, and Operations teams. - Monitor daily operational performance, productivity, and service levels. - Develop and implement operational strategies to improve efficiency and profitability. - Ensure adherence to client SLAs, KPIs, quality standards, and compliance requirements. - Analyse MIS reports and operational metrics to identify improvement opportunities. - Coordinate with HR, Recruitment, Training, IT, and Quality teams to ensure smooth business operations. - Conduct regular performance reviews and implement action plans for process improvement. - Handle client escalations and maintain strong client relationships. - Prepare operational reports and present business performance to senior management. - Drive employee engagement, retention, and performance improvement initiatives. - Manage workforce planning, shift management, attendance, and resource allocation. - Ensure compliance with company policies, security standards, and operational procedures. Required Skills - Strong leadership and people management skills. - Excellent communication and client management abilities. - Strong analytical and decision-making skills. - Experience in managing large BPO teams. - Hands-on experience with KPIs, SLAs, AHT, CSAT, Productivity, Shrinkage, and Quality Metrics. - Proficiency in MS Excel, MIS reporting, and operational dashboards. - Ability to work in a fast-paced environment and handle multiple priorities. Eligibility - Bachelor's degree in any discipline (MBA preferred). - Minimum 15+ years of experience in BPO Operations. - At least 2+ years in a managerial role hand in US Technical Sales and Support processes will be preferred. Compensation: Up to 2,000,000.00 per year Benefits: - Food provided Work Location: In person .
