• Lead the end-to-end setup of BPO operations, including infrastructure, processes, and team structures.
• Develop and implement operational policies, SOPs, and performance metrics for BPO and call center operations.
• Manage call center operations, including call handling protocols, escalation procedures, and quality assurance.
• Ensure compliance with Payment Card Industry (PCI) standards and implement best practices for data security.
• Manage budgets, resource allocation, and cost optimization strategies.
• Create scalability frameworks for multi-site or remote team expansion, including budgeting and resource planning.
• Develop and maintain business continuity and disaster recovery plans.
• Identify and implement technology solutions to enhance efficiency and scalability.
• Recruit, train, and manage a high-performing operations team, design onboarding programs and continuous learning initiatives.
• Monitor KPIs and SLAs, driving continuous improvement and operational efficiency.
• Foster a culture of accountability, collaboration, and customer-centricity.
• Act as the primary point of contact for client operations-related matters and prepare operational reports for clients and leadership.

Requirements

• Bachelor’s degree in business administration, Operations Management, or related field
• A master’s degree is preferred
• At least 7 years of experience in BPO operations, with at least 3 years in a leadership role.
• Proven track record in setting up and scaling BPO operations.
• Strong understanding of BPO processes, KPIs, and compliance requirements.
• Experience managing call center operations and developing SOPs.
• Strong understanding of Payment Card Industry Data Security Standard requirements and implementing best practices in secure environments.
• Excellent leadership, communication, and stakeholder management skills.
• Proficiency in operational tools and technologies.