
Manager
1 week ago
Job: BPO Manager
Company: BLS E-Services Pvt. Ltd.
Location: Gurugram, Haryana
Salary: 8 LPA
About BLS E-Services Pvt. Ltd.
BLS E-Services is a leading tech-enabled service provider delivering citizen-centric solutions across India. With a strong focus on digital transformation, we aim to streamline service delivery through innovation, efficiency, and customer satisfaction.
Job Summary
We are seeking a dynamic and experienced BPO Manager to lead and optimize our customer service operations. The ideal candidate will have a proven track record in managing large teams, improving operational efficiency, and ensuring high-quality service delivery in a fast-paced environment.
Key Responsibilities
- Oversee day-to-day operations of the BPO unit, ensuring adherence to SLAs and KPIs
- Develop and implement strategies to improve customer satisfaction and operational performance
- Lead, mentor, and manage a team of supervisors and agents across multiple processes
- Monitor performance metrics and generate actionable insights through dashboards and reports
- Collaborate with cross-functional teams to ensure seamless service delivery
- Handle client communications, escalations, and relationship management
- Drive process improvements using Lean, Six Sigma, or other methodologies
- Ensure compliance with company policies, data security standards, and regulatory requirements
Qualifications & Skills
- Bachelors degree in Business Administration, Management, or related field
- 5–8 years of experience in BPO operations, with at least 2 years in a managerial role
- Strong leadership and team management skills
- Excellent communication and interpersonal abilities
- Proficiency in CRM tools, MS Excel, and reporting platforms
- Knowledge of industry best practices and emerging BPO technologies
- Certification in Six Sigma or similar process improvement frameworks is a plus
What We Offer
- Competitive salary of 8 LPA
- Opportunity to work with a fast-growing digital services company
- Professional development and career growth
- Inclusive and collaborative work culture
- Incentive plans
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