Job Summary:
We seek a highly motivated and experienced BPO Operations Manager to oversee multiple accounts and be the primary point of contact for client relationships. This role requires a strategic thinker who excels in client-facing interactions, account management, and cross-functional team coordination to ensure client satisfaction and account growth.
Key Responsibilities:
Client Relationship Management:
Serve as the primary contact for all client communications, ensuring high responsiveness and professionalism.Build and maintain strong, long-lasting client relationships by understanding their business needs and objectives.Conduct regular meetings with clients to review performance, address concerns, and identify opportunities for improvement or expansion.
Account Oversight:
Manage multiple accounts to ensure each operates smoothly and achieves its set performance metrics.Monitor account health by tracking KPIs such as CSAT, SLAs, and operational efficiency.Address escalations promptly and provide resolutions to maintain client trust and satisfaction.
Team Collaboration:
Coordinate with operations teams to ensure service delivery aligns with client expectations.Provide feedback and direction to team leaders and agents based on client requirements and feedback.Partner with HR and training departments to onboard and upskill team members.
Strategic Planning and Growth:
Identify and pursue opportunities for account growth, including upselling and cross-selling services.Develop and execute account strategies to meet client goals and company objectives.Prepared and presented performance reports, business reviews, and proposals to clients.
Process Improvement:
Collaborate with internal teams to streamline processes and improve service delivery.Serve as a liaison between clients and internal departments to ensure seamless communication and the effective implementation of changes.
Qualifications:
Proven experience as an Operations Manager in a BPO environment, handling multiple client accounts.Strong client-facing and communication skills, with the ability to present and negotiate effectively.Solid understanding of BPO processes, metrics, and industry best practices.Exceptional organizational and multitasking abilities to manage priorities across several accounts.Proficiency in using CRM tools and other account management platforms.
