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Job Description
Structured overview of role & requirementsAbout This Role
Lead daily BPO operations across Voice and Non-Voice with accountability for SLA/KPI compliance and team performance of 250+ FTEs.
Manage client relationships including handling escalations, conducting QBRs and MBRs, and driving operational improvements aligned to client goals.
Oversee process improvement, automation initiatives, financial management including budget and gross margin control, and reporting using advanced data analytics.
Minimum Requirements
12–18 years of BPO operations experience with 3–5 years in managerial roles handling large-scale Voice and Non-Voice teams.
Experience specifically in international BPO data entry processes and client-facing roles with QBR/MBR presentations.
Proficiency in capacity planning, budget/resource forecasting, attrition and shrinkage management, process automation, and advanced MS Excel skills.
Valid Passport required for US travel; prior US business travel experience is a plus.
Ideal Candidate Profile
Experienced leader capable of managing large, multi-shift BPO operations with strong operational discipline and data-driven decision-making.
Proven ability to manage complex client engagements and drive service excellence through automation and continuous improvement.
Comfortable working in a global environment requiring travel and international stakeholder management to ensure financial and operational targets are met.