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Senior BPO Operations Manager

ista-2 · 30+ days ago
Negotiable
Full-time
Remote
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ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced BPO Operations Manager to join our rapidly expanding team.

This role requires a hands-on professional with start-up BPO experience, capable of building KPIs from scratch and managing work-from-home setups. The ideal candidate should have a deep understanding of customer satisfaction, excel in continuous improvement, and can handle multiple clients (5+). A strong personality is essential.

If this sounds like you, please apply!"

Requirements

Required Skills   

  • Experience: About 10 years in call centre management, with significant experience in a BPO environment servicing multiple clients in the U.S. market. 
  • Operational Expertise: In-depth knowledge of call centre operations, including inbound/outbound processes, workforce management, and technology utilization. 
  • Analytical Skills: Strong analytical and problem-solving abilities to interpret data and make informed decisions. 
  • Communication Skills: Excellent in communicating and dealing with American clients, able to interact effectively with US clients and team members at all levels. 
  • Cultural Awareness: Understanding of cultural differences and business practices in the U.S. to effectively manage client relationships and expectations. 
  • Strong Ops experience in managing call centre agents performance (KPIs), reporting, monitoring, tracking system.  
  • Client Relationship Management 
  • Maintain strong relationships with American clients, ensuring their needs are met and expectations exceeded. 
  • Conduct operational reviews and meetings with clients to discuss performance, challenges, and opportunities for improvement. 
  • Streamlining BPO processes
  • Process Optimization: Skills in streamlining operations and implementing efficient workflows to enhance BPO productivity. 
  • Performance Metrics Management: Proficiency in analysing performance metrics to drive improvements and ensure compliance with client expectations. 
  • Data Literacy: Ability to analyse data to inform decisions and improve service delivery. 
  • Quality Assurance 
  • Establish quality assurance processes to monitor and improve service delivery. 

Benefits

What can we offer you?

  • Competitive salary and benefits
  • Performance Appraisal
  • Work-life balance
  • A focus on growing your career path with us
  • We encourage you to follow your passions and learn new skills

Our commitment to you

  • Strong culture and values-driven leadership
  • We create opportunities for you to learn and grow at any stage of your career
  • Continuous learning and innovation
  • We foster an all-inclusive environment where everyone thrives

Last updated on Aug 2, 2024

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