BPO Operations Manager

Key Responsibilities Provide timely and meaningful reporting to senior management. Plan and implement strategies to ensure account profitability. Handle client interactions and manage escalations (calls or in-person). Conduct regular reviews with Account Managers and other departments to ensure SLA adherence. Monitor daily productivity against defined service level standards. Perform audit checks on client-defined compliance requirements. Coach and monitor Team Leads and AMs in day-to-day operations and people management. Develop continuous learning processes for the team. Supervise and support team members to ensure delivery meets or exceeds client quality standards. Represent the organization during client visits and reviews. Lead process re-engineering projects to optimize workflows and reduce cycle times. Develop and maintain process documentation, SOPs, and compliance standards. Partner with stakeholders to implement digital tools and automation for operational efficiency. Monitor...