Join our dynamic team as a Senior Manager, BPO Operations. This role is pivotal in ensuring our daily operations consistently meet and exceed targets for Service Level Agreements (SLAs), productivity, quality, and customer satisfaction. You will be instrumental in leading large-scale teams, fostering accountability, and driving operational excellence within a fast-paced environment.

We are seeking a strategic leader to optimize our BPO functions. Your expertise in workforce planning, capacity management, and resource allocation will be crucial in aligning our resources with evolving business demands. You will also play a key role in analyzing performance metrics and implementing data-driven corrective actions to enhance efficiency and scalability.

This position offers an exciting opportunity to influence strategic initiatives, drive continuous improvement, and contribute to organizational transformation. If you are passionate about operational efficiency, data-driven decision-making, and leading high-performing teams, this role is for you.

Oversee daily operations to achieve SLAs, productivity, quality, and customer satisfaction targets. Manage large teams, including team leaders, ensuring high performance and accountability. Lead workforce planning, capacity management, and resource allocation. Monitor and analyze KPIs such as AHT, SLA, productivity, quality, and CSAT, implementing corrective actions. Develop and execute operational strategies to enhance efficiency and scalability. Conduct performance reviews, cost-benefit analyses, and capacity planning. Prepare and present performance reports, dashboards, and insights to senior leadership. Identify and implement continuous improvement initiatives to optimize processes and reduce costs. Drive data analysis and trend identification for volumes, productivity, and resource utilization. Lead change management initiatives and support organizational transformation. Ensure compliance with industry regulations, quality standards, and internal policies.

Proven experience in BPO operations management, with a strong track record of achieving performance targets. Demonstrated ability to manage large-scale teams and lead team leaders effectively. Expertise in workforce planning, capacity management, and resource allocation. Proficiency in monitoring and analyzing key performance indicators (KPIs) and implementing data-driven solutions. Experience in developing and executing operational strategies for efficiency and scalability. Strong analytical skills for cost-benefit analysis, capacity planning, and trend identification. Excellent communication and presentation skills for reporting to senior leadership. Experience in leading continuous improvement and change management initiatives. Solid understanding of compliance with industry regulations and quality standards.