Lead and manage daily BPO operations across both Voice and Non-Voice processes, ensuring compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Develop, implement, and refine operational strategies that ensure high levels of efficiency, quality, and customer satisfaction.
Oversee execution of production plans and monitor team performance metrics to drive continuous improvement.
Handle high-level client escalations effectively and ensure issues are resolved promptly and professionally.
Team Leadership
Lead, mentor, and develop a large workforce including managers and frontline employees (minimum 250 FTEs).
Conduct performance reviews, drive individual development plans, and implement team training programs to elevate skills and capabilities.
Promote a culture of accountability, collaboration, and continuous learning within the team.
Monitor workforce productivity and implement workforce management practices including shrinkage and attrition control.
Client Relationship Management
Act as the key point of contact for client accounts, ensuring strong, trust-based relationships.
Conduct regular client engagements including Quarterly Business Reviews (QBRs) and Monthly Business Reviews (MBRs).
Identify and recommend operational improvements, value-add opportunities, and cross-sell/upsell solutions aligned with client goals.
Ensure customer satisfaction and long-term retention by proactively managing expectations and service delivery.
Process Improvement & Automation
Lead process excellence initiatives with a focus on reducing inefficiencies, improving turnaround time, and enhancing service quality.
Identify and implement process automation and digitization solutions in collaboration with technology and transformation teams.
Standardize best practices across operations to ensure consistent performance and scalable delivery models.
Drive compliance with internal controls, client requirements, and relevant industry standards.
Financial Management
Prepare, manage, and track operational budgets, ensuring optimal resource allocation and cost-effectiveness.
Monitor financial metrics such as gross margin (GM), cost per transaction, and overall profitability.
Use financial insights to make informed decisions that align operational strategies with company goals.
Support strategic planning through accurate financial forecasting and capacity planning.
Reporting & Data Analytics
Generate and present detailed reports on operational, financial, and client satisfaction metrics to senior leadership.
Leverage advanced Excel and BI tools to analyze performance trends, operational bottlenecks, and improvement areas.
Utilize data-driven insights to support key business decisions and strategic initiatives.
Ensure accurate and timely reporting to internal stakeholders and clients.
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