Project Manager - BPO

Job Description: Project Manager BPO Voice Process

Experience: 3 to 5 years

Location: Bangalore

Roles & Responsibilities:

• Manage end-to-end operations for BPO voice process projects, ensuring the timely and successful delivery of client requirements.
• Lead, guide, and motivate a team of Team Leaders (TLs) and agents to achieve performance KPIs such as customer satisfaction, first call resolution, and service levels.
• Act as the primary point of contact for clients, managing expectations, reporting metrics, and addressing escalations.
• Oversee daily operational activities, identify process gaps, and implement improvements for efficiency and quality.
• Drive strategic planning and execution to enhance customer experience and optimize operations.
• Collaborate with cross-functional teams for process transitions, client onboarding, and technology integrations.
• Analyze performance reports, create action plans, and present operational updates to senior management.
• Handle workforce management, resource planning, and budget allocation for assigned projects.
• Develop training programs and initiatives to upskill agents and improve productivity.
• Ensure compliance with quality, security, and company standards.

Skills & Competencies:

• Proven experience in managing operations for BPO voice processes.
• Strong leadership skills with the ability to manage and mentor team leaders and agents.
• Excellent communication and stakeholder management abilities.
• Analytical mindset with problem-solving capabilities.
• Hands-on experience with CRM tools, reporting systems, and workforce management.
• Ability to manage multiple projects simultaneously in a fast-paced environment.

Qualifications:

• Bachelors degree or equivalent education preferred.
• 3-5 years of experience in operations/project management within BPO voice processes.
• Prior experience handling large teams and managing customer support operations.