POSITION OVERVIEW: Job Title: Senior Operations Manager BPO
POSITION RESPONSIBILITIES:

Key Responsibilities:

• Lead, mentor, and develop a team of Operations Managers, Team Leaders, and Customer Service Representatives.
• Set clear goals and performance metrics for the operations team and ensure alignment with overall company objectives.
• Foster a culture of continuous improvement, accountability, and high performance.
• Oversee the execution of day-to-day operations to ensure SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) are met or exceeded.
• Act as the primary point of contact for clients, managing relationships, addressing concerns, and ensuring customer satisfaction.
• Collaborate with clients to understand their needs and provide customized solutions that drive value.
• Continuously analyze and improve processes, workflows, and technology utilization to enhance productivity, efficiency, and quality.
• Implement best practices and standard operating procedures to ensure consistency and scalability.
• Lead the development and execution of strategies that reduce operational costs while maintaining service quality.
• Develop and manage the operational budget, ensuring cost-effectiveness without compromising quality.
• Monitor financial performance, identify areas for cost-saving opportunities, and present financial reports to senior management.
• Collaborate with the finance department to ensure accurate forecasting and billing.
• Track and report on key performance metrics, identifying trends and recommending corrective actions when necessary.
• Conduct regular performance reviews for team members and provide feedback and guidance for career development.
• Implement initiatives to boost employee engagement, reduce attrition, and improve overall team morale.
• Ensure compliance with industry regulations, client requirements, and internal policies.
• Identify and mitigate operational risks, including business continuity planning, data security, and legal compliance.
• Stay updated with changes in the BPO industry and adopt measures to remain competitive and compliant.
• Work closely with the executive team to develop long-term strategies for the BPO unit.
• Identify growth opportunities and contribute to business development initiatives.
• Drive innovation through the adoption of new technologies and process improvements.

CANDIDATE QUALIFICATIONS:

• Grade 12
• 3+ years of experience as a senior manager in a BPO environment
• Proven track record of managing large teams and delivering results in high-pressure environments
• Strong leadership and people management skills with the ability to inspire and motivate large teams.
• Excellent communication and client management skills; ability to manage relationships with multiple stakeholders.
• Strong analytical and problem-solving skills; ability to make data-driven decisions.
• In-depth understanding of BPO operations, including SLAs, KPIs, process improvement, and workforce management.
• Financial acumen, including budget management, forecasting, and cost control.
• Ability to manage multiple projects and prioritize tasks in a fast-paced environment.
• Familiarity with CRM systems, workforce management tools, and other relevant technologies.
• Six Sigma, Lean, PMP, or other relevant certifications are an advantage.
• High attention to detail and strong organizational skills.
• Ability to thrive in a dynamic, fast-paced, and evolving industry.
• Proactive, solution-oriented mindset.

COMPENSATION DETAILS: PHYSICAL REQUIREMENTS: CONDITIONS OF EMPLOYMENT:

• Must be authorized to work in the country where the job is based.

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

REASONABLE ACCOMMODATION:Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.
EQUAL OPPORTUNITY EMPLOYER: At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.


MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.


MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.
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