Bpo Manager

• 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
• Lead performance recovery plans for underperforming teams/accounts
• Drive continuous improvement using Lean, DMAIC, or Six Sigma methodologies
• Lead, coach, and develop Team Leaders / Supervisors
• Manage hiring, onboarding, training, and attrition mitigation
• Conduct performance reviews and corrective action plans
• Foster a culture of accountability, engagement, and continuous improvement
• 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
• 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
• 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
• Establish governance cadence (daily ops, weekly reviews, monthly exec calls)
• Maintain dashboards for SLA, quality, productivity, and financial performance
• Ensure documentation, audit readiness, and compliance reporting

• 10 Years’ experience in BPO Manger Role
• 5 Years’ experience Proven ability to manage SLAs, quality, and client escalations.
• 5 Years’ experience managing financial services accounts
• Bachelor’s Degree (Business, Operations, Finance, or related field)
• Must Pass Drug screen.
• Must Pass a background check with Education check and employment verification check.
• New hire must have a working device (such as cell phone or tablet) for the 2-Factor Authentication process.
• All new hires will be required to successfully complete our Call Center training classes and demonstrate proficiency of the material.

This position is eligible for company benefits