Job Description

About the role:

As a BPO Manager you will be responsible for overseeing the day-to-day operations of our BPO centre primarily handling domestic inbound and outbound support calls (we do not engage in unsolicited calling in any manner) You would be responsible to ensure that the centre runs efficiently and effectively and meeting the expectations of a quality establishment, while managing the centre\xe2\x80\x99s staff, analysing data and metrics, developing, and implementing policies and procedures.

We take all compliance seriously and that is something that would be on top of your list as well, with industry regulations and standards. Additionally, it\'s expected that you build and maintain relationships with your team, clients and all other stakeholders within & outside the organization to ensure that the centre is aligned with the company\xe2\x80\x99s overall goals.

What Would You Be Doing

• Managing the Overall day-to-day operations of the BPO centre
• Ensuring that the centre meets the service level agreements (SLAs) with its clients.
• Analysing data and metrics to identify areas for improvement and implement strategies to enhance performance.
• Ensuring that the centre is providing a high-quality service to clients and that client satisfaction levels are maintained.
• Ensures large volumes of assigned work are completed accurately, and timely, in accordance with Service Level Agreements (SLAs), and in adherence to Standard Operating Procedures and the Statement of Work (SOW)
• Create a cohesive and collaborative environment that values team success across delivery, quality assurance, training, communication, and reporting.
• Interaction with client operations team in a responsive manner.

• Prior knowledge of Lead to Cash process related trouble ticket management.
• Understanding of Salesforce Service Cloud & Sales Cloud CRM.
• Min 5 years of experience in managing a BPO centre at managerial level.
• Must have handled the end-to-end operation overseeing - hiring, training, daily operations etc.
• Liaison with Clients on their projects - meeting service-level agreements and achieving operational excellence as per set standards.
• Hands on Experience in data analysis (advanced MS Excel), process improvement, and project management
• Hands on Experience in Monitoring Agent Productivity and other Critical Aspects of daily operations
• Excellent communication skills, both oral and written, are required.
• Ability to communicate clearly, professionally, and effectively with team members, clients, and other stakeholders.
• Effective leadership skills to inspire, motivate and lead the team to success.
• Ability to delegate tasks, provide guidance, and offer feedback in a constructive and supportive manner.
• Strong interpersonal skills to work collaboratively with team members, clients, and other stakeholders.
• Ability to build and maintain strong relationships and resolve conflicts effectively.

Stralynn Consulting Services