BPO Manager

Job Summary:

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.

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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, and attrition mitigation

•             Conduct performance reviews and corrective action plans

•             Foster a culture of accountability, engagement, and continuous improvement

Quality, Compliance & Risk

•             Ensure adherence to client policies, regulatory requirements, and internal controls

•             Partner with QA and Compliance teams to reduce errors and financial risk

•             Lead root cause analysis for quality defects and escalations

•             Implement preventive controls and error-proofing mechanisms

Client Management

•             Act as the primary point of contact for client operations

•             Prepare and present weekly/monthly performance reviews

•             Manage escalations and ensure timely resolution

•             Build strong client relationships and support account growth

Financial & Commercial Management

•             Manage account budgets, cost controls, and margin improvement

•             Track financial impact of quality issues and operational inefficiencies

•             Support pricing, forecasting, and capacity planning

•             Drive cost optimization without compromising service quality

Governance & Reporting

•             Establish governance cadence (daily ops, weekly reviews, monthly exec calls)

•             Maintain dashboards for SLA, quality, productivity, and financial performance

•             Ensure documentation, audit readiness, and compliance reporting

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Key Performance Indicators (KPIs)

•             SLA / Service Level Achievement

•             Quality Score / Error Rate

•             Average Handle Time (AHT)

•             Client Satisfaction (CSAT/NPS)

•             Attrition & Engagement Metrics

•             Cost per Transaction / Margin