Senior BPO Manager

ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced Senior BPO Manager to join our rapidly expanding team. As a member of our team, you will have the opportunity to work with highly skilled professionals, who prioritize employee satisfaction and work-life balance. At ISTA Solutions, we pride ourselves on creating a culture focused on long-term success and life-long learning. We're looking for a team player who is ready to contribute to our mission, just like you!

Requirements

Required Skills   

• Experience: About 10 years in call centre management, with significant experience in a BPO environment servicing multiple clients in the U.S. market. 

• Operational Expertise: In-depth knowledge of call centre operations, including inbound/outbound processes, workforce management, and technology utilization. 

• Analytical Skills: Strong analytical and problem-solving abilities to interpret data and make informed decisions. 

• Communication Skills: Excellent in communicating and dealing with American clients, able to interact effectively with US clients and team members at all levels. 

• Cultural Awareness: Understanding of cultural differences and business practices in the U.S. to effectively manage client relationships and expectations. 
• Strong Ops experience in managing call centre agents performance (KPIs), reporting, monitoring, tracking system.  
• Client Relationship Management 
• Maintain strong relationships with American clients, ensuring their needs are met and expectations exceeded. 

• Conduct operational reviews and meetings with clients to discuss performance, challenges, and opportunities for improvement. 

• Streamlining BPO processes

• Process Optimization: Skills in streamlining operations and implementing efficient workflows to enhance BPO productivity. 

• Performance Metrics Management: Proficiency in analysing performance metrics to drive improvements and ensure compliance with client expectations. 

• Data Literacy: Ability to analyse data to inform decisions and improve service delivery. 

• Quality Assurance 

• Establish quality assurance processes to monitor and improve service delivery. 

Benefits

What can we offer you?

• Competitive salary and benefits
• Performance Appraisal
• Work-life balance
• A focus on growing your career path with us
• We encourage you to follow your passions and learn new skills

Our commitment to you

• Strong culture and values-driven leadership
• We create opportunities for you to learn and grow at any stage of your career
• Continuous learning and innovation
• We foster an all-inclusive environment where everyone thrives