Overview

We are seeking a highly skilled BPO Operations Manager to oversee and enhance our contact center operations in the Mumbai region.

Responsibilities

• Lead and manage the day-to-day operations of the contact center, ensuring optimal performance and adherence to service level agreements.
• Develop and implement operational strategies to improve efficiency and effectiveness in service delivery.
• Monitor key performance indicators (KPIs) and prepare reports for senior management to assess operational performance.
• Collaborate with cross-functional teams to enhance customer experience and resolve operational challenges.
• Train, mentor, and develop team members to foster a high-performance culture within the operations team.
• Ensure compliance with company policies and industry regulations.

Qualifications

• Proven experience in contact center operations, specifically within the international BPO sector.
• Strong leadership and managerial skills with the ability to motivate and guide teams.
• Excellent communication and interpersonal skills to effectively interact with clients and team members.
• Analytical mindset with the ability to interpret data and make informed decisions.
• Familiarity with performance management systems and operational excellence methodologies.