Site Lead - BPO Operations

The Site Lead is responsible for overseeing and managing the overall operations of the BPO site. This role ensures the achievement of operational goals, client satisfaction, and adherence to organizational standards. The Site Lead will lead a large team, foster a positive work culture, and drive operational efficiency while meeting financial and performance objectives.

Responsibilities:

• Operational Leadership: Manage end-to-end operations, drive the achievement of KPIs, SLAs, and other performance metrics. Implement operational strategies to enhance productivity and efficiency.
• Team Management: Supervise, develop, train and coach managers, team leaders, and agents to ensure alignment with objectives. Foster a collaborative and motivated work environment.
• Client Relationship Management: Serve as the main contact for clients, ensuring high-quality service and satisfaction. Identify opportunities to grow the client relationship and expand services.
• Strategic Planning: Collaborate with senior leadership to develop and implement site strategies, optimize costs, and improve processes. Identify risks and develop mitigation strategies.
• Compliance and Quality Assurance: Ensure adherence to policies and standards and oversee quality initiatives.
• Financial Management: Manage the site’s budget, control expenses, and monitor financial performance. Prepare and present financial and operational reports to stakeholders.

Requirements:

• Bachelor’s degree in Business Administration, Management, or a related field (preferred).
• 5–8 years of BPO industry experience, including 3+ years in a leadership role.
• Understanding of BPO operations and metrics, and proficiency in managing large-scale operations.
• Ability to manage and inspire large teams, resolve conflicts, and foster collaboration.
• Strong verbal and written communication, negotiation, and client management skills.
• Ability to analyze data, address challenges, and find solutions.
• Commitment to client satisfaction and relationship building.
• Visionary mindset and competence in strategic initiatives.
• Familiarity with CRM tools, workforce management software, and financial reporting tools.
• Professional certifications in process improvement (e.g., Six Sigma) or management (e.g., PMP) are an advantage.