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Job Description
Position Summary: The Senior Operations Manager in a BPO (Business Process Outsourcing) company is responsible for overseeing the daily operations of the BPO centre. This role involves managing multiple projects, ensuring operational efficiency, and achieving client satisfaction. The Senior Operations Manager will lead a team of operations managers and supervisors, ensuring that all processes are aligned with the company's strategic goals. Key Responsibilities: Operational Management: Oversee day-to-day operations to ensure efficient and effective service delivery. Manage multiple projects and ensure timely completion and adherence to client specifications. Develop and implement operational policies and procedures. Team Leadership: Lead, mentor, and manage a team of operations managers and supervisors. Conduct regular team meetings to discuss goals, performance metrics, and improvement strategies. Foster a positive and productive work environment. Client Relationship Management: Serve as the primary point of contact for key clients. Ensure high levels of client satisfaction through effective communication and problem-solving. Address and resolve client issues promptly and effectively. Performance Monitoring: Track and analyse operational performance metrics. Identify areas for improvement and implement corrective actions. Ensure compliance with company standards and client requirements. Process Improvement: Identify opportunities to streamline processes and enhance operational efficiency. Implement best practices and innovative solutions to improve service delivery. Lead initiatives for continuous improvement and operational excellence. Compliance and Reporting: Ensure compliance with industry regulations and company policies. Maintain accurate records of operations and prepare regular reports for senior management. Implement risk management strategies to mitigate potential issues
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