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
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
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
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
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
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
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
Performing any additional tasks as assigned by the Senior CC Operations Manager
Requirements
Bachelor's degree in Business Administration, Operations Management, or related field (Contact center or Customer Care certification an added advantage)
4+ years of experience in BPO operations management with proven track record of achieving SLA compliance in contact center environments
Operational management experience with demonstrated ability to manage large scale outsourced agents and drive performance accountability
BPO partnership management expertise with proven experience in vendor relationship management, performance monitoring, and contract compliance
Contact center operations knowledge with deep understanding of KPIs, SLAs, quality metrics, and customer experience standards
Performance management skills with experience implementing performance improvement frameworks, penalty systems, and remediation measures
Data analytics capabilities with proven ability to analyze performance trends, identify operational issues, and implement data-driven solutions
Financial management experience with budget oversight, cost optimization, and operational efficiency improvement in outsourced environments
Problem-solving expertise with demonstrated ability to resolve complex operational challenges and manage crisis situations
Communication and stakeholder management skills with ability to manage relationships with external vendors and internal cross-functional teams