Job Summary: The Sr. Operations Manager will oversee a team of managers to ensure project targets and client deliverables are met effectively within a BPO environment. This role is responsible for monitoring team performance, providing coaching, and maintaining high compliance standards with client requirements. The Sr. Operations Manager will also drive continuous improvement by identifying and implementing process enhancements, collaborating with various departments to improve service delivery, and preparing reports on operational performance. Success in this role relies on strong leadership, strategic communication with clients and stakeholders, and a deep understanding of BPO industry best practices.
Responsibilities:
Manage a team of managers and ensure that they are meeting project targets and deliverables.
Monitor team performance and provide coaching and feedback to improve results.
Ensure compliance with client requirements, policies, and procedures.
Identify process improvements and recommend solutions to enhance efficiency and effectiveness.
Collaborate with other departments to develop and implement new processes, procedures, and systems to improve service delivery.
Prepare and analyze reports on operational performance and recommend and implement improvements where necessary.
Maintain open communication with clients, stakeholders, and team members to ensure project success.
Qualifications:
Bachelor's degree in Business, Operations Management or related field.
Minimum of 7-8 years of experience in a similar role, with at least 5 years in a BPO environment.
Proven track record of managing successful BPO projects and delivering results.
Strong leadership and people management skills with the ability to motivate and inspire teams.
Excellent communication and interpersonal skills with the ability to build strong relationships with clients and stakeholders.
Solid understanding of BPO industry trends and best practices.
Proficient in Microsoft Office and project management tools.
Six Sigma, Lean and COPC certifications is a plus.
