Brief: A BPO (Business Process Outsourcing) Senior Operations Manager is responsible for overseeing the day-to-day operations of client projects in a BPO environment. The Senior Operations Manager manages a team of managers and ensures that service level agreements are met or exceeded. Key Responsibilities:
Manage a team of managers and ensure that they are meeting project targets and deliverables.
Monitor team performance and provide coaching and feedback to improve results.
Ensure compliance with client requirements, policies, and procedures.
Identify process improvements and recommend solutions to enhance efficiency and effectiveness.
Collaborate with other departments to develop and implement new processes, procedures, and systems to improve service delivery.
Prepare and analyze reports on operational performance and recommend and implement improvements where necessary.
Maintain open communication with clients, stakeholders, and team members to ensure project success.
Qualifications:
Bachelor's degree in Business, Operations Management or related field.
Minimum of 8-10 years of experience in a similar role, with at least 5 years in a BPO environment.
Proven track record of managing successful BPO projects and delivering results.
Strong leadership and people management skills with the ability to motivate and inspire teams.
Excellent communication and interpersonal skills with the ability to build strong relationships with clients and stakeholders.
Solid understanding of BPO industry trends and best practices.
Proficient in Microsoft Office and project management tools.
Six Sigma, Lean and COPC certifications is a plus.
