Job Description

Job summary

We are seeking an experienced BPO Manager Operations with 20 to 22 years of experience to oversee our hybrid work model operations. The ideal candidate will have a strong background in technical writing and delivery management. This role requires managing day-to-day operations ensuring efficiency and driving strategic initiatives to enhance service delivery. The position is based on a day shift schedule with no travel requirements.

Responsibilities

Oversee daily operations of the BPO unit to ensure seamless service delivery and operational efficiency. Develop and implement strategic plans to enhance operational processes and customer satisfaction. Collaborate with cross-functional teams to align operational goals with organizational objectives. Monitor performance metrics and implement corrective actions to achieve desired outcomes. Provide guidance and support to team members to foster a productive and collaborative work environment. Ensure compliance with company policies and industry regulations to maintain high standards of service. Utilize technical writing skills to document processes procedures and best practices for operational excellence. Lead initiatives to improve delivery management processes and optimize resource utilization. Coordinate with stakeholders to identify areas for improvement and implement innovative solutions. Manage budgets and resources effectively to achieve operational targets and financial goals. Conduct regular reviews and assessments to ensure continuous improvement in service delivery. Foster a culture of continuous learning and development to enhance team capabilities and performance. Drive initiatives that contribute to the companys purpose and positively impact society.

Qualifications

Possess a strong background in technical writing and delivery management essential for this role. Demonstrate excellent communication and interpersonal skills to effectively manage teams and stakeholders. Exhibit strong analytical and problem-solving abilities to address operational challenges. Show proficiency in managing hybrid work models and adapting to changing business environments. Have a proven track record of successfully leading large-scale BPO operations. Display a commitment to maintaining high standards of service and customer satisfaction. Be adept at using performance metrics to drive improvements and achieve operational excellence.

Certifications Required

Certified Business Process Outsourcing Professional Project Management Professional (PMP)