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BPO Operations Head
3 months ago
Key Responsibilities:
Operational Management:
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Oversee daily BPO operations to ensure seamless service delivery.
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Monitor performance metrics and KPIs to ensure targets are met.
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Implement operational strategies and processes to improve efficiency and productivity.
Team Leadership:
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Lead, mentor, and develop a team of managers and staff to achieve operational excellence.
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Foster a positive work environment and culture of continuous improvement.
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Conduct performance evaluations and provide constructive feedback.
Client Relationship Management:
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Maintain strong relationships with clients to understand their needs and ensure satisfaction.
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Address client issues and concerns promptly and effectively.
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Coordinate with clients for regular updates and reporting.
Strategic Planning:
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Develop and implement strategic plans to support business growth and objectives.
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Identify opportunities for service expansion and innovation.
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Collaborate with senior leadership to align operational goals with the company’s vision.
Quality Assurance:
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Ensure adherence to quality standards and regulatory requirements.
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Implement and monitor quality control measures and best practices.
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Drive initiatives for process improvement and operational excellence.
Financial Management:
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Manage budgets and ensure cost-effective operations.
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Monitor financial performance and implement cost-saving measures.
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Prepare and present financial reports to senior management.
Risk Management:
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Identify and mitigate operational risks.
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Develop and implement contingency plans to address potential issues.
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Ensure compliance with industry regulations and company policies.
Benefits
Qualifications:
Bachelor’s degree in Business Administration, Management, or a related field
Minimum of 8 years of experience in BPO operations management, with a track record of success
Strong leadership and team management skills
Excellent communication and interpersonal skills
Ability to think strategically and drive operational improvements
Strong analytical and problem-solving abilities
Proficiency in MS Office and relevant software tools
Knowledge of industry regulations and compliance standards