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BPO Operations Head

3 months ago

New Delhi, India 91 AT WORK Full time
The BPO Operations Head is responsible for overseeing and managing all aspects of the Business Process Outsourcing (BPO) operations. This includes ensuring efficient and effective service delivery, maintaining high-quality standards, achieving operational targets, and leading a team of managers and staff. The role requires strategic planning, process improvement, and maintaining strong client relationships to drive business growth and operational excellence.

Requirements

Key Responsibilities: 

  1. Operational Management:

○       Oversee daily BPO operations to ensure seamless service delivery.

○       Monitor performance metrics and KPIs to ensure targets are met.

○       Implement operational strategies and processes to improve efficiency and productivity.

  1. Team Leadership:

○       Lead, mentor, and develop a team of managers and staff to achieve operational excellence.

○       Foster a positive work environment and culture of continuous improvement.

○       Conduct performance evaluations and provide constructive feedback.

  1. Client Relationship Management:

○       Maintain strong relationships with clients to understand their needs and ensure satisfaction.

○       Address client issues and concerns promptly and effectively.

○       Coordinate with clients for regular updates and reporting.

  1. Strategic Planning:

○       Develop and implement strategic plans to support business growth and objectives.

○       Identify opportunities for service expansion and innovation.

○       Collaborate with senior leadership to align operational goals with the company’s vision.

  1. Quality Assurance:

○       Ensure adherence to quality standards and regulatory requirements.

○       Implement and monitor quality control measures and best practices.

○       Drive initiatives for process improvement and operational excellence.

  1. Financial Management:

○       Manage budgets and ensure cost-effective operations.

○       Monitor financial performance and implement cost-saving measures.

○       Prepare and present financial reports to senior management.

  1. Risk Management:

○       Identify and mitigate operational risks.

○       Develop and implement contingency plans to address potential issues.

○       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