BPO Operations Leader: Team, Process and Client Success

Abacus; Islamabad; On-site; PKR 1,500,000 - 2,100,000; Full time

Benefits offered by this job

EOBI

Medical Life Insurance (IPD + OPD)

Annual leaves (38)

Casual and Sick Leaves

Annual Increment (Performance based)

Job summary

Abacus is seeking an Assistant Manager BPO Operations to lead a 100-person team, drive service delivery excellence, and partner with clients for performance improvements.

The role focuses on team leadership, process optimization, client relationship management, and implementing innovative practices to meet SLAs and KPIs.

Candidates should have strong people management skills, a proactive mindset, and the ability to balance quality with cost efficiency while fostering a collaborative culture.

Qualifications

• Proven ability to lead large teams in a BPO environment.
• Strong communication and interpersonal skills for client interaction.
• Track record of achieving SLAs and KPIs through process improvements.

Responsibilities

• Lead, motivate, and inspire a team of 100 BPO professionals, fostering a positive work environment, and encouraging individual growth and development.
• Set performance expectations, provide regular feedback, conduct performance evaluations, and implement recognition and corrective actions.
• Ensure effective resource planning, staffing, and allocation to meet client needs and operational requirements.
• Promote a culture of continuous learning, knowledge sharing, and collaboration within the team.
• Develop and implement strategies to optimize operational efficiency and quality standards, ensuring adherence to SLAs and KPIs.
• Monitor metrics, identify trends, and implement improvement initiatives to enhance productivity and customer satisfaction.
• Conduct regular performance reviews and analysis of team performance, identifying areas for improvement and action plans.
• Address operational challenges, address escalations, and ensure timely issue resolution.
• Collaborate with clients to understand requirements and align service delivery with client needs.

Skills

People management

Leadership

BPO operations

Communication

Education

Bachelor's degree in relevant field

Tools

MS Office

Job description

Abacus is seeking an Assistant Manager BPO Operations to lead a 100-person team, drive service delivery excellence, and partner with clients for performance improvements.

The role focuses on team leadership, process optimization, client relationship management, and implementing innovative practices to meet SLAs and KPIs.

Candidates should have strong people management skills, a proactive mindset, and the ability to balance quality with cost efficiency while fostering a collaborative culture.