Job Description
The Services Manager (BPO) is responsible for overseeing day-to-day BPO operations, ensuring service delivery excellence, team performance, and client satisfaction. This role leads multiple teams and supervisors, drives operational efficiency, and ensures KPIs, SLAs, and quality standards are consistently met.
Key Responsibilities
- Manage and lead a team of Team Leaders and frontline agents across assigned accounts or programs
- Ensure achievement of operational KPIs including productivity, quality, attendance, AHT, CSAT, and SLA compliance
- Develop, implement, and optimize operational processes to improve efficiency and performance
- Partner with Quality, Training, Workforce Management, and HR to address performance gaps
- Conduct regular performance reviews, coaching sessions, and talent development plans for direct reports
- Handle client communications, operational reviews,...