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Known BPO brand, generalist senior operations title, metro location, and mid-level experience increase competition.
Role requires BPO-specific operational leadership and large-FTE experience, limiting cross-industry transferability.
Explicit minimum experience and mandatory large-team (600 FTE) operations experience raise shortlisting strictness.
Oversee and direct multiple campaigns including all Operations Managers, Team Leaders, and staff assigned to those campaigns.
Manage operations staffing, monitor performance, provide temporary coverage and training, and ensure excellent client service and problem resolution.
Develop and implement individual and team goals; ensure compliance with policies and assist in crafting operations procedures.
At least 3 years of related work experience, preferably as a Senior Manager or Director in BPO Operations managing 600+ FTEs.
Strong computer skills, including proficiency in MS Office and Google applications.
Excellent verbal and written communication and customer service skills.
Work Experience Required: Minimum 3 years in relevant senior BPO operations management roles.
Experienced leader with ability to manage large-scale BPO operations and multiple teams across campaigns.
Strong analytical, organizational, and managerial skills with a history of meeting and delivering targets.
Capable of building productive business relationships with clients and thriving in fast-paced, high-stress environments.