BPO Director; Group Manager (Sr. Operations Manager May Apply)

Employment Type: Full-Time

We are looking for an experienced and highly driven BPO Director/ Group Manager to lead and oversee multiple teams within our BPO operations. The ideal candidate has strong people management skills, excellent client-handling experience, and a proven track record of driving performance, operational excellence, and employee engagement.

This role requires strategic thinking, performance management expertise, and the ability to inspire and coach leaders and front-line staff.

• Oversee overall performance and operations of multiple teams or lines of business.
• Manage, mentor, and develop Team Leaders and frontline staff to meet or exceed KPIs and SLA targets
• Drive operational strategies that support efficiency, quality, and customer satisfaction.
• Collaborate with support teams (Workforce Management, QA, Training, HR, etc.) to improve business outcomes.
• Conduct performance reviews, coaching sessions, and calibration activities.
• Ensure compliance with company policies, processes, and client requirements.
• Prepare and present operational reports to senior leadership and clients.
• Foster a positive, engaging, and high-performance work environment.

• Minimum 3-5 years of Sr. Operations Manager experience in a BPO setting, with at least 2-3 years in a Group Manager/Director role
• Strong understanding of BPO metrics (AHT, QA, CSAT/NPS, utilization, shrinkage, etc.).
• Excellent communication, stakeholder management, and conflict‑resolution skills.
• Strong analytical and decision‑making capabilities.
• Experience managing multiple teams or programs is an advantage.
• Ability to work in a fast-paced and dynamic environment.