BPO Manager at Avetium Consult Limited

About the job

• Lead and oversee the daily operations of all BPO accounts, ensuring smooth and efficient processes across all client projects.
• Monitor and evaluate the performance of BPO teams, ensuring that operational KPIs, quality standards, and service levels agreed upon with clients are met.
• Develop and implement operational processes and improvements that enhance efficiency and effectiveness across BPO functions.
• Provide regular reports to the Head of Operations on performance metrics, project updates, and areas of improvement.
• Serve as the primary contact for all client inquiries, ensuring responsiveness and issue resolution.
• Establish and maintain positive relationships with clients, understanding their needs, expectations, and feedback.
• Conduct regular client meetings and reviews to ensure satisfaction, discuss performance, and address potential service improvements.
• Collaborate with clients to refine KPIs as needed and adjust operational plans to align with client objectives.
• Lead, mentor, and motivate BPO staff, promoting a culture of accountability, teamwork, and continuous improvement.
• Identify training and development needs, creating opportunities for team members to enhance their skills and advance their careers within.
• Work closely with HR to manage staffing needs, including recruitment, performance evaluation, and succession planning.
• Identify and implement strategies to improve productivity, reduce costs, and increase the overall efficiency of BPO operations.
• Work with the Head of Operations on potential expansion opportunities within existing accounts or onboarding of new BPO clients.
• Ensure compliance with Avetium's operational policies and standards, as well as client-specific requirements.

Requirements

∙Education:

• Bachelor's degree in Business Administration, Operations Management, or a related field. An advanced degree or certification in Business Process Outsourcing is a plus.
• Experience: Minimum of 5 years in a BPO management role, with experience managing multiple client accounts and operational teams.

∙Skills:

• Strong understanding of BPO operations and client management principles.
• Excellent leadership and interpersonal skills, with a track record of building and nurturing client relationships.
• Proficiency in data analysis and reporting tools; experience with Zoho
• People or other HRMS platforms is a plus.
• Excellent communication skills (written and verbal), with the ability to present complex data in a clear and concise manner.
• Problem-solving abilities and adaptability in a fast-paced, dynamic environment.