BPO Manager

Job Description: BPO Manager
Job Summary
The BPO Manager is responsible for end-to-end service delivery of assigned client accounts, ensuring SLA compliance, quality excellence, cost efficiency, and client satisfaction. This role leads multiple teams, drives performance improvement, manages client relationships, and ensures regulatory and operational compliance in a fast-paced outsourcing environment.

Key Responsibilities
Service Delivery & Operations
Own day-to-day operational performance of assigned BPO account(s)
Ensure achievement of SLAs, KPIs, and quality metrics
Manage staffing, scheduling, and productivity to meet demand
Lead performance recovery plans for underperforming teams/accounts
Drive continuous improvement using Lean, DMAIC, or Six Sigma methodologies
People Management
Lead, coach, and develop Team Leaders / Supervisors
Manage hiring, onboarding, training, and attrition mitigation
Conduct performance reviews and corrective act...