BPO Manager

The BPO Manager is responsible for end-to-end service delivery of assigned client accounts, ensuring SLA compliance, quality excellence, cost efficiency, and client satisfaction. This role leads multiple teams, drives performance improvement, manages client relationships, and ensures regulatory and operational compliance in a fast-paced outsourcing environment.

Key Responsibilities

Service Delivery & Operations

• 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

People Management

• Lead, coach, and develop Team Leaders / Supervisors
• Manage hiring, onboarding, training,...