BPO Senior Manager

Key Responsibilities:

Operations Management

• Own end-to-end delivery of L1 Helpdesk support operations.
• Ensure adherence to SLAs, KPIs, and client contractual requirements.
• Monitor daily service desk performance and manage escalations effectively.
• Oversee incident, request, and ticket management processes.
• Coordinate with IT teams for tool issues, outages, or major incidents.

Team Leadership:

• Lead, mentor, and develop a team of Team Leaders and L1 Helpdesk Associates.
• Conduct performance reviews, coaching sessions, and career development plans.
• Manage staffing, scheduling, and workforce planning in partnership with WFM.

Client & Stakeholder Management:

• Act as primary point of contact for clients on operational matters.
• Participate in client meetings, governance calls, and QBRs.
• Collaborate with Quality, Training, and HR to maintain high service standards.

Training & Quality Governance:

• Ensure all employees are trained on SOPs, tools, processes, and updates.
• Support Training teams in new hire training, cross-skilling, and upskilling.
• Monitor quality audits, RCA, and implement corrective action plans.

Reporting & Analytics:

• Publish daily/weekly/monthly performance reports.
• Analyze trends in ticket volumes, AHT, FCR, escalations, and CSAT.
• Recommend and implement process improvements to enhance efficiency.

Continuous Improvement:

• Drive automation, knowledge base enhancements, and workflow optimization.
• Implement industry best practices for service desk operations.
• Lead continuous improvement and transformation initiatives.

Required Skills & Qualifications

• Bachelor’s degree or equivalent; Master’s degree preferred.
• 8+ years of experience in Service Desk / Helpdesk Operations, with at least 2 years in a managerial role.
• Strong understanding of ITIL processes, incident/request management, and service desk tools (ServiceNow, Remedy, Freshservice, etc.).
• Experience managing teams in a BPO or ITeS environment.
• Excellent leadership, communication, and client engagement skills.
• Strong analytical, reporting, and decision-making abilities.
• Ability to manage high-pressure situations and complex escalations.

Preferred Qualifications:

• ITIL Foundation certification.
• Experience handling global clients (US/UK/ANZ).
• Exposure to transition management or process migrations.
• Experience with automation initiatives (chatbots, macros, scripts).

Key Competencies:

• Service Delivery Management
• Team Leadership & People Management
• Client Relationship Management
• Data Analysis & Reporting
• Problem Solving & Decision Making
• Process Improvement
• Stakeholder Collaboration