BPO Operations Executive

Job Title: Subject Matter Expert - BPO Operations

Location: Sus, Pune

Department: BPO - Operations

Reports To: Team Leader or Assistant Manager

Position Summary: We are seeking a highly skilled and experienced Subject Matter Expert (SME) in BPO Operations to join our dynamic team. The SME will be responsible for providing expert guidance, strategic insights, and operational support to ensure the effective delivery of BPO services. This role requires deep knowledge of BPO processes, client management, and industry best practices.

Key Responsibilities:

1. Expertise and Consultation:
• Provide expert advice and consultation to internal teams and clients on BPO operations.
• Stay updated on industry trends, emerging technologies, and best practices in BPO services.
2. Process Improvement:
• Analyze current BPO processes and identify areas for improvement.
• Develop and implement process optimization strategies to enhance efficiency and quality.
• Lead initiatives to streamline workflows and reduce operational costs.
3. Client Management:
• Act as the primary point of contact for clients regarding BPO operations.
• Understand client requirements and ensure services are aligned with their business objectives.
• Manage client relationships, address concerns, and provide regular updates on performance metrics.
4. Training and Development:
• Develop training programs and materials for BPO staff.
• Conduct training sessions to enhance team skills and knowledge.
• Mentor and support team members to achieve operational excellence.
5. Performance Monitoring:
• Monitor and evaluate the performance of BPO operations.
• Analyze key performance indicators (KPIs) and implement corrective actions when necessary.
• Prepare and present reports on operational performance to senior management.
6. Project Management:
• Lead and manage projects related to BPO operations.
• Ensure projects are delivered on time, within scope, and within budget.
• Coordinate with cross-functional teams to achieve project objectives.
7. Compliance and Quality Assurance:
• Ensure BPO operations comply with industry regulations and company policies.
• Implement quality assurance measures to maintain high standards of service delivery.
• Conduct regular audits and assessments to ensure adherence to protocols.

Qualifications:

• Bachelors degree in Business Administration, Operations Management, or related field. Masters degree preferred.
• Minimum of 3 years of experience in BPO operations, with a proven track record of success.
• Strong understanding of BPO industry trends, technologies, and best practices.
• Excellent analytical, problem-solving, and decision-making skills.
• Exceptional communication and interpersonal skills.
• Proficiency in project management tools and methodologies.
• Ability to work independently and as part of a team.
• Strong leadership and mentoring capabilities.

Preferred Qualifications:

• Certification in Six Sigma, Lean Management, or other process improvement methodologies.
• Experience with CRM and ERP systems.
• Familiarity with data analytics and reporting tools.

Why Join Us:

• Competitive salary and benefits package.
• Opportunity to work with a talented and dedicated team.
• Dynamic and innovative work environment.
• Career growth and development opportunities