Brief:
A BPO (Business Process Outsourcing) Senior Operations Manager is responsible for overseeing the day-to-day operations of client projects in a BPO environment. The Senior Operations Manager manages a team of managers and ensures that service level agreements are met or exceeded.
Key Responsibilities:
- Manage a team of managers and ensure that they are meeting project targets and deliverables.
- Monitor team performance and provide coaching and feedback to improve results.
- Ensure compliance with client requirements, policies, and procedures.
- Identify process improvements and recommend solutions to enhance efficiency and effectiveness.
- Collaborate with other departments to develop and implement new processes, procedures, and systems to improve service delivery.
- Prepare and analyze reports on operational performance and recommend and implement improvements where necessary.
- Maintain open communication with clients, stakeholders, and team members to ensure project success.
Qualifications:
- Bachelor's degree in Business, Operations Management or related field.
- Minimum of 8-10 years of experience in a similar role, with at least 5 years in a BPO environment.
- Proven track record of managing successful BPO projects and delivering results.
- Strong leadership and people management skills with the ability to motivate and inspire teams.
- Excellent communication and interpersonal skills with the ability to build strong relationships with clients and stakeholders.
- Solid understanding of BPO industry trends and best practices.
- Proficient in Microsoft Office and project management tools.
- Six Sigma, Lean and COPC certifications is a plus.