Manager

2 weeks ago

Gurgaon, Haryana, India BLS International Full time ₹ 60,000 - ₹ 1,20,000 per year

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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