BPO Operations Manager

BPO Operations Manager

Responsibilities 

Ensure service levels, quality standards, and KPIs are met or exceeded, including first-response time, average handle time, first-time resolution, and work order accuracy.

Collaborate with onshore leadership, service managers, and IT teams to align operational practices, policies, and customer expectations.

Act as a liaison between the offshore BPO team and internal stakeholders to drive process improvements and service continuity.

Regularly review performance dashboards and reports; lead root-cause analysis and corrective action for service failures or inefficiencies.

Maintain and optimize workflows within tools such as Salesforce Field Service, scheduling platforms, knowledge bases, and telephony/CRM systems.

 Lead training initiatives and continuous development efforts for offshore team members. Monitor and ensure compliance with company policies, industry standards, and data security protocols.

 Act as the SME to train the trainers, be available to answer questions, perform quality audits, and ensure continuous improvement of knowledge, processes, and documentation. 

Skills

 3+ years of experience in operations management, preferably in a BPO or shared services environment.

2+ years managing field service support operations or similar service-focused functions. 3. Proven experience managing offshore or remote teams.

Familiarity with Salesforce, Field Service Management (FSM) tools, or similar platforms. 5. Strong analytical, process management, and problem-solving skills.

 Excellent leadership, communication, and interpersonal skills.

Experience with KPIs and SLA management.

Ideal candidate would be a Spanish speaker to partner with our Spanish speaking BPOs and customers