Job Description

Key Responsibilities:

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Key Responsibilities Operational Management Manage and optimize daily operations ensuring seamless delivery of services to clients Oversee team leads agents and support staff Monitor and analyze KPIs e g Accuracy Brand Guideline Adherence Average handling time Customer satisfaction etc Process Improvement Identify areas for process improvements and implement changes to enhance efficiency quality and customer experience Collaborate with cross functional teams to design and implement new processes procedures and technologies Develop and maintain process documentation e g SOPs workflows training materials Team Management Lead motivate and develop a high performing team Foster a culture of continuous learning coaching and feedback Ensure effective communication collaboration and conflict resolution within the team Client Management Build and maintain strong relationships with clients Manage client expectations resolve issues and provide regular updates on performance and progress Quality and Compliance Ensure compliance with regulatory requirements industry standards and company policies Develop and implement quality control processes Conduct regular audits and monitoring to ensure adherence to quality and compliance standards Reporting and Analytics Develop and maintain reports on operational performance Analyze data to identify areas for improvement and provide recommendations to stakeholders

Additional Responsibilities:

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Requirements Education Bachelor s degree or equivalent Experience 8 10 years of experience in BPO operations preferably in management or leadership role Preferred qualifications include prior experience in one or more of the following areas Email Marketing Martech Digital Marketing Copywriting Social Media Reporting and website management Operations Prior experience in banking or financial institutions will be an advantage Skills Strong communication skills Direct client interaction experience Strong leadership and management skills Excellent communication interpersonal and customer service skills Analytical and problem solving skills Process improvement and project management skills Experience with quality control and compliance management Familiarity with BPO operations CRM systems workforce management tools and performance metrics Ability to manage Email marketing Martech Digital marketing Copywriting Social Media reporting Statement ops teams Certifications Relevant certifications e g Six Sigma Lean Call Center Management are an asset

Preferred Skills:

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Digital Marketing