International BPO Operations Head

Overview

We are seeking a seasoned and results-driven Operations Head to lead and oversee all facets of our BPO operations. The selected individual will be accountable for managing daily activities, enhancing team productivity, ensuring compliance with processes, maintaining operational discipline, and delivering superior client experiences.

Key Responsibilities

• Lead and supervise the entire operations team.
• Design and implement operational workflows, SOPs, and performance benchmarks.
• Manage employee onboarding, continuous training, coaching, and skill enhancement initiatives.
• Track key performance indicators (KPIs), quality metrics, attendance, adherence, and customer satisfaction levels.
• Foster a culture centered around accountability, discipline, and excellence.
• Perform regular performance evaluations and initiate improvement plans when necessary.
• Collaborate with clients on operational updates, issue escalations, and process enhancements.
• Ensure strict adherence to organizational policies and client mandates.
• Analyze operational data to prepare comprehensive daily, weekly, and monthly management information system (MIS) reports.
• Identify inefficiencies and implement strategies for operational improvements.
• Oversee workforce planning, shift allocation, leave management, and resource deployment.
• Address employee concerns and promote a positive workplace atmosphere.

Required Qualifications and Experience

• Bachelor's degree in any discipline; MBA is preferable.
• Minimum of 5 years experience in BPO operations, including at least 2 years in a supervisory or leadership capacity.
• In-depth understanding of customer support processes, quality assurance, and process optimization.
• Strong leadership, communication, and conflict management skills.
• Proven track record in staff training, coaching, and team growth.
• Excellent analytical capabilities with proficiency in Excel and reporting platforms.
• Able to thrive in a dynamic, fast-paced environment handling multiple responsibilities simultaneously.

Preferred Skills

• Expertise in client interaction and stakeholder communication.
• Proficient in performance evaluation and workforce resource planning.
• Experience creating SOPs and documenting processes.
• Management of KPIs and service level agreements (SLAs).
• Strong decision-making and problem-solving skills.

Benefits and Opportunities

• Attractive salary package.
• Incentives linked to performance.
• Chance to spearhead and expand a growing BPO setup.
• Opportunities for professional development and leadership advancement.
• Supportive, collaborative, and performance-based workplace culture.