Manager - Operations (US BPO)

Job Description

Key Responsibilities Operations Management : Lead and manage day-to-day operations of the BPO department. Oversee workflow, resource allocation, and the overall performance of teams. Team Leadership & Development : Supervise a team of supervisors, team leads, and agents. Provide coaching, mentorship, and training to ensure that team members have the necessary skills and knowledge to meet targets. Client Relationship Management : Serve as the primary point of contact for client communications. Build and maintain strong relationships with clients, ensuring satisfaction and a high level of service delivery. Performance Monitoring & Reporting : Monitor KPIs, SLAs, and other performance metrics. Generate regular reports for both internal and client-facing stakeholders. Use data to drive improvements and optimize processes. Process Improvement : Identify areas for process optimization, cost reduction, and productivity enhancement. Implement best practices and continuous improvement initiatives to achieve operational efficiency. Resource Planning & Scheduling : Ensure the right number of staff is in place to handle operational demands. Handle workforce planning, forecasting, and scheduling to maintain adequate coverage. Compliance & Quality Assurance : Ensure compliance with internal policies, industry regulations, and client-specific guidelines. Monitor quality assurance processes to maintain high service standards. Issue Resolution : Address and resolve operational challenges and escalated issues in a timely manner. Proactively identify potential problems and provide solutions. Collaboration & Reporting : Collaborate with senior management, HR, IT, and other departments to ensure smooth operational functions. Provide regular updates on operations to management. Preferred candidate profile Minimum of 8 years of experience in a non voice BPO environment, with at least 4 years in a leadership or managerial role. Strong understanding of international BPO operations, client service, and performance metrics. Excellent leadership, coaching, and team-building skills. Exceptional communication and interpersonal skills, with the ability to manage client relationships effectively. Proven experience in process improvement, project management, and change management. Ability to handle high-pressure situations and manage multiple tasks simultaneously. Strong analytical and problem-solving skills with proficiency in data analysis and reporting. Knowledge of US Title Insurance and Mortgage process is a plus.