Operations Manager- BPO

• Lead the complete setup of BPO operations including infrastructure, processes, and team organisation.
• Develop and enforce operational policies, standard operating procedures (SOPs), and performance measures for the BPO and call centre.
• Manage call centre activities such as call handling, escalation processes, and quality control.
• Ensure compliance with Payment Card Industry (PCI) standards and implement data security best practices.
• Oversee budgeting, resource allocation, and cost control measures.
• Plan for scalability including multi-site or remote team expansion with appropriate budgeting and resource management.
• Recruit, train, and manage the operations team while designing onboarding and continuous learning programmes.
• Monitor key performance indicators (KPIs) and service level agreements (SLAs) to drive operational improvements.
• Act as the main contact for client operations matters and prepare reports for clients and leadership.
• Develop business continuity and disaster recovery plans and identify technology solutions to improve efficiency.

• Bachelor's degree in business administration, Operations Management, or a related field is required.
• A master's degree is preferred.
• At least 7 years' experience in BPO operations, with a minimum of 3 years in a leadership role.
• Proven experience in setting up and scaling BPO operations.
• Strong knowledge of BPO processes, KPIs, and compliance standards.
• Experience managing call centre operations and developing SOPs.
• Good understanding of Payment Card Industry Data Security Standard (PCI DSS) requirements and best practices for secure environments.
• Excellent leadership, communication, and stakeholder management skills.
• Proficiency with operational tools and technologies.

Apply through the employer's official contact. The employer has not published a closing date.