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.
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