BPO Manager

Service Delivery & Operations Own day-to-day operational performance of assigned BPO account(s) Ensure achievement of SLAs, KPIs, and quality metrics Manage staffing, scheduling, and productivity to meet demand Ensure adherence to client policies, regulatory requirements, and internal controls Partner with QA and Compliance teams to reduce errors and financial risk Lead root cause analysis for quality defects and escalations Implement preventive controls and error-proofing mechanisms Client Management Act as the primary point of contact for client operations Prepare and present weekly/monthly performance reviews Manage escalations and ensure timely resolution Build strong client relationships and support account growth Financial & Commercial Management Manage account budgets, cost controls, and margin improvement Track financial impact of quality issues and operational inefficiencies Support pricing, forecasting, and capacity planning Drive cost optimization without compromising service quality Governance & Reporting Establish governance cadence (daily ops, weekly reviews, monthly exec calls) Maintain dashboards for SLA, quality, productivity, and financial performance ________________________________________ Key Performance Indicators (KPIs) SLA / Service Level Achievement Quality Score / Error Rate Average Handle Time (AHT) Client Satisfaction (CSAT/NPS) Attrition & Engagement Metrics Cost per Transaction / Margin ________________________________________ Bachelor's degree (Business, Operations, Finance, or related field) 7-12+ years of experience in BPO / Shared Services 3-5+ years in a people management or operations leadership role Proven ability to manage SLAs, quality, and client escalations ________________________________________ Experience with WFM, QA, CRM, and reporting tools Knowledge of Lean Six Sigma / DMAIC (Green Belt preferred) Ability to lead change in high-pressure environments ________________________________________ Results-driven and accountable Client-focused mindset Structured, data-driven decision-making Resilient and adaptable