BPO Operations Manager

In this role, you would be responsible for: Daily BPO Operations Management & Execution Executing day-to-day operational management of 500+ BPO agents across two partners (CCI and iSON) Implementing BPO Performance Management Policy frameworks and operational procedures Monitoring real-time performance metrics and deploying immediate corrective actions for performance gaps Conducting daily performance reviews and ensuring operational targets are met consistently ​​​​​​​ Operational Performance Monitoring & Compliance Tracking and monitoring all BPO KPIs, IPIs, and SLAs on daily and weekly basis ensuring >95% compliance Implementing operational performance improvement plans and monitoring execution of remediation actions Conducting weekly performance consolidation and trend analysis for BPO operations Executing routine performance warnings and improvement action plan requirements ​​​​​​​ BPO Partner Operational Interface Serving as primary operational contact with BPO partner management for day-to-day performance issues Coordinating operational capacity building and training initiatives with BPO teams Facilitating operational communication and information flow between M-KOPA and BPO partners Managing operational escalations requiring immediate BPO intervention and resolution ​​​​​​​ Operational Quality Assurance & Monitoring Implementing operational quality monitoring programs ensuring service standards compliance Overseeing operational audits and quality assessments of BPO agent performance Monitoring customer interaction quality and providing operational feedback to BPO supervisors Executing quality improvement initiatives at operational level ​​​​​​​ Operational Reporting & Analytics Preparing daily, weekly, and monthly operational performance reports for Senior CC Operations Manager Analyzing operational performance data and providing tactical insights for immediate improvement Tracking operational efficiency metrics and cost per contact performance Monitoring real-time operational dashboards and providing performance updates ​​​​​​​ Tactical Problem Resolution & Operations Support Resolving operational issues and tactical challenges affecting BPO day-to-day performance Coordinating with BPO team leads and supervisors on immediate operational matters Managing operational crisis response and immediate business continuity measures Escalating strategic issues requiring senior management intervention to Senior CC Operations Manager ​​​​​​​ Operational Cost Management & Efficiency Monitoring BPO operational costs and resource utilization within approved budgets Tracking operational efficiency metrics ensuring cost-effective service delivery Implementing operational cost control measures and monitoring budget compliance Escalating budget variances and strategic cost decisions to Senior CC Operations Manager Your application should demonstrate: Bachelor's degree in Business Administration, Operations Management, or related field (Contact center or Cu