Job Description

• Lead, motivate, and inspire a team of 100 BPO professionals, fostering a positive work environment, and encouraging individual growth and development.
• Set performance expectations, provide regular feedback, conduct performance evaluations, and implement appropriate recognition and corrective actions.
• Ensure effective resource planning, staffing, and allocation to meet client needs and operational requirements.
• Promote a culture of continuous learning, knowledge sharing, and collaboration within the team.

Operational Excellence:

• Develop and implement strategies, policies, and procedures to optimize operational efficiency and quality standards, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Monitor and analyze operational metrics, identify trends, and implement improvement initiatives to enhance productivity and customer satisfaction.
• Conduct regular performance reviews and analysis of team performance, identifying areas for improvement and implementing appropriate action plans.
• Proactively address operational challenges, resolve customer escalations, and ensure timely and effective issue resolution.

Client Relationship Management:

• Collaborate closely with clients to understand their requirements, objectives, and expectations, ensuring alignment between service delivery and client needs.
• Maintain regular communication with clients to provide updates, address concerns, and build strong, long-term relationships.
• Conduct regular client meetings, prepare performance reports, and present insights and recommendations to drive continuous improvement and exceed client expectations.

Process Improvement and Innovation:

• Identify process improvement opportunities and implement best practices to enhance operational efficiency, quality, and cost-effectiveness.
• Foster a culture of innovation, encouraging team members to suggest and implement new ideas, tools, and technologies to optimize operations and deliver enhanced customer experiences.
• Stay updated with industry trends, emerging technologies, and competitive landscape to identify opportunities for operational advancements and business growth.

Job Specification:

Master’s degree

5+ Years post-education experience