BPO - Operations Manager

Job Summary :

The position is responsible for managing day-to-day operations and execution of programs. It involves supervising multiple Senior / Team Leads (4–8 direct reports) and ensuring operational performance, client satisfaction, and achievement of program metrics. Depending on the program size, the role may oversee a single Line of Business (LOB) or multiple programs.

Key Responsibilities :

1. Analysis

Manages call center operations by reviewing and analyzing reports, records, and data to ensure that quality, efficiency, and productivity standards / targets are met. Metrics may vary as per client directives and are outlined in Operations Performance Expectations.

2. Reporting

Analyzes reports from multiple sources (client-based or internally generated). Attention to detail is crucial, and the role holds Operations or other departments accountable for necessary improvements. Responsible for delivering reports to both external clients and internal business leaders.

3. Goal-Setting

Sets operational goals and business objectives. Translates these into actionable items across all levels—from Group / Shift Managers to Team Managers. Includes setting or recommending topics for pre- / post-shift meetings, discussing goals, trends, action plans, and conducting comprehension checks.

4. Strategy Development

Supports the Operations Director in formulating long-term sales and quality strategies based on continuous needs assessment and feedback from Operations and Quality Monitoring processes.

5. Process Monitoring

Monitors calls and provides feedback using approved processes and tools (e.g., Tri-Level Coaching, Call Observation / Looping Forms) to Operations Managers, Group Managers, and Team Managers.

6. Discipline & Compliance

Ensures strict adherence to company processes and policies. May initiate corrective actions for performance gaps and analyze trend data to coach Group and Team Managers accordingly. Involves managing programs like A-Bay and implementing Performance Improvement Plans.

7. Communication

Effectively communicates program updates and strategic plans to the Operations Manager and broader operations team. Updates may include leadership changes, sales strategies, business announcements, and HR policies. Requires a sound understanding of the overall business and company-related developments.

8. Client Interfacing

Maintains regular interactions with clients in coordination with Client Services and the Operations Director. Engagements include call calibrations, performance reviews, and daily summaries. Meeting client deadlines is critical.

9. Performance Management

Assists in conducting performance reviews, identifies root causes of performance gaps, and recommends actionable improvement plans. Focuses on key metrics such as Close Rate, Advance Product Take Rate, Package Penetration, AHT, and Quality. Reviews are conducted through scorecards or one-on-one sessions as needed.