Position Overview:

We are looking for an Operations Manager (International Campaigns) to help in day-to-day operations activities. As an Operations Manager for a Business Process Outsourcing (BPO) setup, you will play a pivotal role in overseeing and optimizing the daily operations of the BPO center. You will be responsible for ensuring efficient service delivery ensuring the delivery of high-quality services to our global clients, maintaining high-quality standards, and fostering a positive working environment for the team. Your strategic thinking, leadership skills, and operational expertise will contribute to the success of the BPO setup.

Required Skills:

• 7 years’ experience in operations management within a BPO in an International Campaign or similar environment.
• Strong understanding of BPO industry dynamics, processes, and best practices.
• Demonstrated ability to build and maintain client relationships.
• Excellent leadership, communication, and interpersonal skills.
• Analytical mindset with the ability to use data-driven insights to make informed decisions.
• Proficiency in using BPO operational software and tools.
• Strong organizational skills with the ability to manage multiple priorities effectively.
• Strategic thinking and project management abilities.
• Problem-solving orientation with a proactive approach to handling challenges.
• Knowledge international relevant compliance requirements and regulatory standards.
• Bachelor is degree in Business Administration, Strategic Management, Operations Management or a related field. Master’s degree is an added advantage.

Role and Responsibilities:

Operational Leadership:

• Lead and manage a team of supervisors, team leads, and front-line agents.
• Develop and implement strategies to optimize operational efficiency and achieve performance targets.
• Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and take corrective actions as necessary.

Client Engagement:

• Collaborate with clients to understand their business requirements, expectations, and objectives.
• Build strong client relationships by providing regular updates, addressing concerns, and ensuring high levels of customer satisfaction.
• Anticipate client needs and propose solutions that align with their goals.

Process Improvement:

• Identify process bottlenecks, inefficiencies, and areas for enhancement in service delivery.
• Implement continuous improvement initiatives to streamline processes and enhance productivity.
• Work closely with cross-functional teams to implement best practices and ensure alignment with industry standards.

Resource Management:

• Allocate resources effectively to meet service level agreements (SLAs) and client expectations.
• Plan and manage workforce capacity, ensuring optimal staffing levels to meet demand fluctuations.

Performance Management:

• Set performance goals for teams and individuals, and provide coaching and feedback for their professional growth.
• Conduct regular performance reviews, recognize achievements, and address performance issues promptly.

Risk Management and Compliance:

• Monitor compliance with industry regulations, data security standards, and company policies.
• Implement risk mitigation strategies and ensure that the BPO center operates within legal and regulatory boundaries.