Direct message the job poster from VGF Management CEO & Founder at VGF Management | Expert in Nearshore Outsourcing | Empowering Businesses to Achieve Up to 50% Cost Reduction with Customized… Job Purpose: Ensure the efficiency and effectiveness of operations by meeting service level agreements (SLAs) and quality standards. This role is crucial for overseeing operational performance, identifying improvement opportunities, and ensuring customer satisfaction within the BPO environment. Key Responsibilities: Oversee daily operations, ensuring compliance with all service level agreements (SLAs) and key performance indicators (KPIs). Monitor and analyze operational data to identify trends, areas for improvement, and implement corrective actions when necessary. Work closely with clients and team leaders to ensure efficient coordination and maintain high service standards. Develop and implement process improvement strategies to optimize efficiency, quality, and customer satisfaction. Manage and develop assigned accounts, ensuring their growth and strengthening client relationships. Ensure compliance with company policies, procedures, and regulatory requirements. Track and report operational performance metrics to senior management and clients, providing insights and strategic recommendations. Collaborate with cross-functional teams to improve workflows, optimize resource allocation, and enhance service delivery. Act as a liaison between clients and internal teams, addressing concerns, resolving issues, and ensuring a positive customer experience. Conduct quality assurance checks and drive initiatives to enhance service excellence. Stay up to date with industry trends and best practices to foster innovation and continuous improvement in operations. Requirements & Skills: Degree in Industrial Engineering, Business Administration, Operations Management, or a related field. At least 2 years of experience in operations management and sales within a BPO environment (mandatory requirement). Experience managing sales teams and personnel. Proven experience with CRM tools for client management, sales process optimization, and strategic reporting. Strong analytical skills with the ability to interpret data and generate actionable insights. Excellent communication and interpersonal skills to effectively interact with clients and internal teams. Ability to multitask, prioritize responsibilities, and work in a dynamic environment. Proficiency in Microsoft Office Suite and operational tracking tools. Problem-solving mindset with a proactive approach to identifying and addressing operational challenges. Leadership skills with the ability to drive performance and process improvements. Seniority level Entry level Employment type Full-time Job function Management and Manufacturing Industries: Outsourcing and Offshoring Consulting #J-18808-Ljbffr