Business Process Outsourcing Executive

5 days ago

Bengaluru, Karnataka, India beBeeOperations Full time US$ 1,20,000 - US$ 1,60,000
Outsourced Operations Excellence Manager

This role oversees the performance of business process outsourcing (BPO) partners, ensuring they meet and exceed service standards. Daily metrics are monitored, real-time adherence to goals is tracked, and compliance with quality, training, and workforce management requirements are ensured.

Key Responsibilities:
  • Manage daily operations of contact centers, streamlining processes for effectiveness and alignment with business objectives.
  • Support strategic planning and execution, ensuring quality and operational goals are consistent with company objectives.
  • Lead and facilitate weekly business reviews and monthly business reviews to address vendor performance gaps and implement corrective action plans.
  • Oversee performance of outsourced BPO partners, ensuring they consistently meet or exceed established service levels, quality benchmarks, and operational metrics.
  • Build and maintain strong partnerships with BPO vendors, conducting regular performance evaluations, audits, and calibration sessions to ensure alignment with company goals.
Requirements:
  • 5+ years customer service experience.
  • 3+ years contact center operations experience.
  • Proficiency in data analytics and using customer service and analysis system applications.
  • 3+ years of experience in vendor management role, preferably in a call center organization.
  • Strong knowledge of call center vendor relationships.
  • Experience driving measurable improvements in quality, efficiency, and costs.
  • Proven experience managing outsourced BPO operations, including SLA management, and vendor relationship management.

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