BPO Manager

As a BPO Manager you will be responsible for overseeing the day-to-day operations of our BPO center primarily handling domestic inbound and outbound support calls (we do not engage in unsolicited calling in any manner) You would be responsible to ensure that the center runs efficiently and effectively and meeting the expectations of a quality establishment, while managing the center's staff, analyzing data and metrics, developing, and implementing policies and procedures,

We take all compliance seriously and that is something that would be on top of your list as well , with industry regulations and standards. Additionally, it's expected that you build and maintain relationships with your team , clients and all other stakeholders within & outside the organization to ensure that the center is aligned with the company’s overall goals.

What Would You Be Doing

BPO is our first point of integration with the outside world and it's important that we leave a positive impression on all interactions at all times ( without exceptions ) and BPO Manager holds a position of responsibility to make this happen with his experience and expertise being available to the team.
• Managing the Overall day-to-day operations of the BPO center
• Ensuring that the center meets the service level agreements (SLAs) with its clients.
• Analyzing data and metrics to identify areas for improvement and implement strategies to enhance performance.
• Developing and maintaining relationships with clients, ensuring that their needs are being met and that they are satisfied with the services provided by the center.
• Collaborating with other departments within the organization to ensure that the center is aligned with the company’s overall goals.
• Ensuring that the center is providing a high-quality service to clients and that client satisfaction levels are maintained.
• Continuously improve the efficiency and effectiveness of the center by identifying and implementing process improvements.

Requirements-
• Min 5 years of experience in managing a BPO center and managerial level
• Mush have handled the end to end operation overseeing - hiring , training , daily operations etc .
• Liaison with Clients on their projects - meeting service-level agreements, and achieving operational excellence as per set standards .
• Hands on Experience in data analysis ( advanced MS Excel ) , process improvement, and project management
• Hands on Experience in Campaign Creation in Dialer , Monitoring Agent Productivity and other Critical Aspects of daily operations
• Excellent communication skills, both oral and written, are required.
• Ability to communicate clearly, professionally, and effectively with team members, clients, and other stakeholders.
• Effective leadership skills to inspire, motivate and lead the team to success.
• Ability to delegate tasks, provide guidance, and offer feedback in a constructive and supportive manner.
• Strong interpersonal skills to work collaboratively with team members, clients, and other stakeholders.
• Ability to build and maintain strong relationships and resolve conflicts effectively.

Job Type: Full-time

Salary: ₹400,000.00 - ₹600,000.00 per year

Schedule:
• Day shift

Ability to commute/relocate:
• Mohali, Punjab: Reliably commute or planning to relocate before starting work (Required)

Experience:
• total work: 5 years (Preferred)

Speak with the employer
+91 9041098504