Manager - Operations (US BPO)

Key Responsibilities

• Operations Management: Lead and manage day-to-day operations of the BPO department. Oversee workflow, resource allocation, and the overall performance of teams.
• Team Leadership & Development: Supervise a team of supervisors, team leads, and agents. Provide coaching, mentorship, and training to ensure that team members have the necessary skills and knowledge to meet targets.
• Client Relationship Management: Serve as the primary point of contact for client communications. Build and maintain strong relationships with clients, ensuring satisfaction and a high level of service delivery.
• Performance Monitoring & Reporting: Monitor KPIs, SLAs, and other performance metrics. Generate regular reports for both internal and client-facing stakeholders. Use data to drive improvements and optimize processes.
• Process Improvement: Identify areas for process optimization, cost reduction, and productivity enhancement. Implement best practices and continuous improvement initiatives to achieve operational efficiency.
• Resource Planning & Scheduling: Ensure the right number of staff is in place to handle operational demands. Handle workforce planning, forecasting, and scheduling to maintain adequate coverage.
• Compliance & Quality Assurance: Ensure compliance with internal policies, industry regulations, and client-specific guidelines. Monitor quality assurance processes to maintain high service standards.
• Issue Resolution: Address and resolve operational challenges and escalated issues in a timely manner. Proactively identify potential problems and provide solutions.
• Collaboration & Reporting: Collaborate with senior management, HR, IT, and other departments to ensure smooth operational functions. Provide regular updates on operations to management.

Preferred candidate profile

• Minimum of 8 years of experience in a non voice BPO environment, with at least 4 years in a leadership or managerial role.
• Strong understanding of international BPO operations, client service, and performance metrics.
• Excellent leadership, coaching, and team-building skills.
• Exceptional communication and interpersonal skills, with the ability to manage client relationships effectively.
• Proven experience in process improvement, project management, and change management.
• Ability to handle high-pressure situations and manage multiple tasks simultaneously.
• Strong analytical and problem-solving skills with proficiency in data analysis and reporting.
• Knowledge of US Title Insurance and Mortgage process is a plus.