Operations Manager - BPO

BPO Operations Supervisor

BPO India

Status: Full Time
Job Category:  Global Operations
Relevant Work Experience: B.E., B.Tech or B.S. degree

JOB SUMMARY

The BPO Operations Supervisor will lead and manage the daily operations of our locally based BPO team in India.  This critical role serves as the primary liaison between the local staff and the US-based leadership, ensuring that strategic objectives, service level agreements (SLAs), and project timelines are met.  The Supervisor will be responsible for workload distribution, team performance monitoring through scorecards and dashboards, and fostering a high-performance culture for a diverse team of technical and operational staff.  

PRINCIPAL ACCOUNTABILITIES

As the BPO India Supervisor, you will be the cornerstone of our local operations, ensuring seamless execution of tasks and acting as the primary driver of team success.  Your core responsibilities encompass:

• Team Leadership & Management: Oversee day-to-day activities, manage workload distribution, and resolve operational roadblocks for the local BPO team.  
• Performance Monitoring: Develop and maintain operational scorecards and dashboards to track KPIs, backlog progress, and volume targets (weekly/monthly).
• Onboarding & Development:  Lead the local onboarding process for new hires, provide continuous mentorship, and identify training needs to upskill the team.
• Process Optimization: Collaborate with US stakeholders to streamline workflows, refine standard operating procedures (SOPs), and improve systems efficiency (e.g., utilizing Jira for task tracking and supporting ERP-related processes when possible).
• Stakeholder Communication: Facilitate clear, consistent communication between the India BPO team and global management, proactively escalating risks and reporting on team performance.  

EDUCATION & EXPERIENCE

• Bachelors degree in Business Administration, Operations Management, or a related field.  
• Minimum of 5+ years of experience in BPO Operations, with at least 2-3 years in a direct supervisory or team leadership role.
• Proficiency in project tracking tools and experience building performance dashboards/scorecards.  Familiarity with ERP systems (e.g. Infor CSD) is a strong plus.
• Experience overseeing technical, data-centric, or transactional teams is highly preferred.  
• Excellent English communication skills (written and verbal), strong conflict resolution abilities, and a proven track record of bridging communication across global time zones.  

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