Operation Manager- BPO

Job Context:

Riseup Labs looking for an experienced Manager in BPO Operations, you will oversee daily activities, manage teams, and ensure service quality and efficiency. Key responsibilities include monitoring performance metrics, implementing process improvements, and coordinating with clients. Strong leadership, problem-solving skills, and experience in BPO management are crucial for success in this role.

Job Responsibilities:

• Supervise daily operations across inbound, outbound, and digital service channels.
• Ensure adherence to company policies, procedures, and standards.
• Monitor key performance indicators (KPIs) and develop strategies to meet and exceed targets.
• Implement process improvements to enhance efficiency and customer satisfaction.
• Lead, mentor, and motivate a team of customer service representatives and team leaders.
• Conduct regular training sessions to enhance team skills and knowledge.
• Foster a positive and productive work environment that encourages team collaboration and individual growth.
• Maintain and build strong relationships with clients.
• Address and resolve any client issues or escalations in a timely and professional manner.
• Coordinate with the client to align call center operations with their expectations and business goals
• Analyze call center data and prepare reports on performance metrics, such as call volume, response times, and customer satisfaction.
• Identify trends and areas for improvement, implementing corrective actions as needed.
• Plan and allocate resources effectively to meet operational demands.
• Assist in recruitment and training of new staff members.
• Manage scheduling, attendance, and performance evaluations.
• Oversee quality assurance processes to ensure compliance with service standards.
• Develop and implement quality control measures to enhance service delivery.

Educational Requirements:

• Graduation in any discipline;

Additional Requirements:

• Minimum of 3-5 years of experience in a call center environment, with at least 2 years in Operation role.
• Fluent in English
• Proven experience in inbound, outbound, and digital service operations.
• Strong leadership and team management skills.
• Excellent verbal and written communication skills.
• Proficient in using call center software and CRM systems.
• Experience in using vici Dialer/ Amazon Dialer
• Ability to analyze data and make informed decisions.
• Strong problem-solving skills and ability to handle high-pressure situations.

Workplace: 

• Uttara, Dhaka

Working Hours:

• Night Shift

Salary: 

• Negotiable (Based on experience and skills)

Compensation & Other Benefits:

• Annual Performance Evaluation and Increment
• Fully Subsidized Food
• Annual Retreats
• Team Outing
• Weekly 2 holidays (Depends on Roaster)

The Application Process:

• Telephone Round.
• Interview with the BPO Manager & Talent Acquisition Team.
• Job Offer.