10-15 years (Customer Support / Contact Center Operations)
Role Overview
The Head of BPO Operations will lead and manage end-to-end customer support operations, ensuring service excellence, process efficiency, SLA compliance, and high customer satisfaction across voice, email, chat, and back-office processes.
Key Responsibilities
Lead overall BPO customer support operations (Inbound/Outbound/Non-Voice).
Manage large teams including Team Leads, Managers, QA, Training, and WFM.
Ensure SLA, KPI, TAT, CSAT, and Quality targets are consistently met.
Drive process improvements, automation, and productivity enhancement.
Oversee workforce planning, capacity management, and attrition control.
Handle client interactions, reviews, escalations, and performance governance.
Ensure compliance with regulatory, data security, and internal policies.
Collaborate with Sales, HR, IT, and Quality teams for smooth operations.
Prepare MIS, dashboards, and performance reports for senior management.
Lead transitions, ramp-ups, and stabilization of new customer support processes.
Key Skills & Competencies
Strong knowledge of BPO customer support operations
Expertise in SLA/KPI management and quality frameworks
Excellent people management and leadership skills
Client handling and escalation management
Process optimization and cost control
Exposure to BFSI / Telecom / E-commerce / Healthcare (preferred)
Working knowledge of CRM, ticketing tools, and contact center technologies